• Communicating with Customers via tickets, phone, email and virtual meetings to support their business processes through the use of our applications • Troubleshooting Customer issues within our applications to determine next steps • Meeting with customers to review their situation and coach them on best use of our software • Researching past issues to inform current tickets • Working with internal teams to advocate for customer priorities • Managing Incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen • Creating training documentation and Knowledge Articles to help deflect new customer cases • Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing customer cases • Identify ticket trends and work to maintain resolution times • Work within team circles on internal and external projects • Perform application tests to identify issues and understand customer workflows • Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company • Contribute to other assigned projects

Role Description We are seeking professional, English-speaking Claims Support Specialists to join our team. These positions will be dedicated exclusively to communicating with insurance adjusters and obtaining police reports to support our personal injury practice. - Contact insurance adjusters to verify claim status and obtain claim information. - Follow up on Letters of Representation and claim acknowledgments. - Request and obtain police reports from law enforcement agencies. - Document all communications accurately within the case management system. - Track outstanding requests and follow up as needed. - Obtain adjuster contact information, including direct phone numbers and email addresses. - Escalate issues or delays to management when appropriate. - Maintain organized records and ensure timely updates to case files. Qualifications - Excellent English verbal and written communication skills. - Strong phone etiquette and professionalism. - Prior experience in customer service, claims, insurance, legal support, or call center environments preferred. - Strong organizational and follow-up skills. - Ability to manage multiple tasks and meet deadlines. - Comfortable making a high volume of outbound calls. - Proficient with Microsoft Office and web-based systems. Benefits - Positive Culture: Be part of a supportive and innovative team. - Impactful Role: Play a critical role in shaping the future of a growing firm. - Professional Growth: Opportunities for career advancement and ongoing professional development. - Work-Life Balance: Flexible work arrangements to support a healthy balance between personal and professional life.

Role Description We are hiring Norwegian Speaking Customer Support Representatives for our clients in Sofia. This role is perfect for individuals fluent in Norwegian who are committed to delivering exceptional customer service. As a part of our team, you will interact with Norwegian-speaking customers, providing them with timely and accurate support, and ensuring their satisfaction with our products and services. - Provide excellent customer service to Norwegian-speaking clients through phone, email, and chat support. - Handle inquiries regarding products, services, and account information professionally and effectively. - Resolve customer issues promptly and escalate complex problems when necessary. - Maintain detailed and accurate records of customer interactions. - Collaborate with teams across departments to ensure consistent customer experience. - Stay updated on product knowledge and company policies to assist customers effectively. Qualifications - Fluency in Norwegian (spoken and written); English is a plus. - Experience in customer support or a related field is preferred. - Strong communication skills and a customer-oriented mindset. - Ability to work efficiently in a dynamic and fast-paced environment. - Familiarity with customer support software and tools is advantageous. - Positive attitude, problem-solving skills, and eagerness to learn. - Attention to detail and good organizational skills. Benefits - Competitive monthly salary - Relocation package - Paid training - Health Insurance - And many other benefits!

Role Description The Customer Care Specialist handles inbound/outbound calls, email, and/or chats from program participants by answering their questions and providing support efficiently and successfully. This position cares for the brand of our clients in every interaction as well as ITA Group’s commitment to excellence. - Handle inbound and outbound calls, emails, and/or chats from program participants of multiple clients regarding participant questions, challenges, and service needs ensuring all customer inquiries are handled efficiently and effectively. - Answer all participant inquiries in a friendly and welcoming manner. - Offer feedback to manager for improving customer satisfaction. - Successfully complete and maintain all level 1 training objectives and performance goals. - Use active listening skills and questioning techniques to support effective communication. - Take ownership of every participant interaction, ensuring proper follow up is given and participant satisfaction is attained when it is necessary to assign a task to other ITA Group personnel. - Document inbound/outbound inquiries on appropriate software systems and participant records when applicable in a timely and accurate manner. - Utilize available resources to research participant requests, inquiries and problems. - Interact with other ITA Group departments to investigate issues before obtaining management involvement. - May assist in the implementation of new incentive, recognition, and travel (or miscellaneous programs) by thoroughly reviewing the CRM platform and recommending appropriate changes. - Work with the Manager and QA Analyst to ensure recommended and approved changes are implemented. - Spend idle time between inquiries working productively by performing other tasks assigned by the Manager, or researching industry information on the performance marketing industry and travel destinations that will improve department knowledge and skill level. - Understand the impact of attitude in handling inquiries professionally. - Be proactive within the working environment and work with the manager/team to ensure the workplace is conducive to positive moral, individual style, quality, creativity, and teamwork. - Strive to become recognized as an expert in your role by consistently improving position knowledge. - Comply with policies, procedures, and other internal controls prohibiting any unfair, deceptive, or abusive practices in service calls and any other interactions with customers. Qualifications - Associates or Bachelor’s degree preferred OR one to two years of customer service experience, preferably in the performance marketing or service-related industry. - Effective organizational and time management skills. - Excellent problem-solving and decision making skills with the ability to think quickly. - Professional demeanor with a strong work ethic & conscientiousness. - Ability to utilize various Windows based software applications. - Ability to type 40 wpm. - Ability to identify and resolve more complex problems and exercise sound judgment within established guidelines. - Ability to establish and maintain positive working relationships with internal/external employees, participants, vendors or other contacts. - Ability to handle multiple interruptions and adjustments to priorities throughout the day. - Effective oral and written communication skills, including the ability to clearly express thoughts to others and exchange information. - Must be able to work effectively within a team environment. - Excellent listening skills. - Ability to effectively communicate with diverse, irate or other disgruntled individuals calmly and effectively within the team. - Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred. - Ability to work the time necessary to complete projects and/or meet deadlines. Requirements - To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. - The requirements listed above are representative of the knowledge, skill and/or ability required. Company Description ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.