• Leverage and Test AI-Driven Knowledge: Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content. • Enhance the Internal AI Copilot: Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently. • Optimize Support’s AI Chatbot Workflows: Own and refine chatbot workflows, guidance, and custom answers within Intercom. • Develop Deep Product and Customer Understanding: Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities. • Leverage Data for Continuous Improvement: Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements. • Design and Optimize Conversational Flows: Design personalized and effective conversational flows using Intercom’s AI capabilities. • Drive Strategic AI Design and Impact: Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction. • Align with Cross-Functional Roadmaps: Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows. • Stay Close to Customer Challenges Through Support: Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language.

Role Description DependentsAudit is a fast growing AI-native startup reinventing dependent eligibility verification for employer health plans. We are looking for a Part-Time Bilingual Operations Specialist to help employers confirm health plan eligibility for dependents currently enrolled on their health plan. This is a remote, part-time position working 20 - 30 hours per week. The ideal schedule is currently 8:00 AM EST to 12:00 PM EST, Monday through Friday. Pay: $18.00 - $23.00 per hour, depending on experience. Highlighted Duties - Communicate with employees by phone, email, and web portal - Answer incoming calls in both English and Spanish - Clearly explain documentation requirements to Spanish-speaking employees - Make outbound calls when needed, especially near the end of an audit period - Review submitted dependent verification documents and compare them against eligibility requirements - Determine whether submitted documents meet audit requirements or if additional information is needed - Respond to employee questions regarding documentation, eligibility, and audit status - Accurately enter notes, update records, and document audit activity - Handle confidential employee and dependent information safely and securely - Follow client-specific audit requirements and internal procedures - Assist with additional operational tasks as needed Qualifications - High school diploma or equivalent - Fluent in English and Spanish - Native or near-native Spanish speaking ability strongly preferred - Must be able to clearly explain documentation requirements in Spanish - Strong attention to detail and accuracy - Excellent written, verbal, listening, and interpersonal communication skills - Comfortable speaking with employees over the phone - Able to work independently in a remote environment - Reliable availability during morning hours, preferably 8:00 AM EST to 12:00 PM EST - Comfortable using web-based systems, email, and basic computer tools - Ability to handle confidential information professionally and securely Requirements - Must successfully complete a background check as a condition of employment. Benefits - Remote work - Paid training - Morning schedule - Opportunity for the role to grow into a full-time position as volume increases - Hands-on experience in employee benefits and dependent verification - Paid sick time or other paid leave in accordance with applicable law

Title: Customer Care Specialist Location: Peoria United States Full time At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like the kind of environment where you can thrive, keep reading! Leidos is hiring a Customer Care Specialist to support a utility-based Energy Efficiency Program which helps thousands of people save money and make their home more energy efficient. If you're someone who likes to work in a call center environment, help people and solve problems, please apply to be part of this exciting program. This position's pay range is $19.00-$21.00 an hour based on experience. A large part of this position includes taking incoming phone calls for the Ameren Illinois residential energy efficiency program. Helping with customer education and counseling with respect to residential energy efficiency (behavioral changes, programmable thermostat training, do-it-yourself upgrades, etc.), often including the review of energy audit reports with the customer. Assist the customer in obtaining and reviewing estimates and contacting their selected insulation/air sealing, home performance, or other contractor to schedule work. The position will also be responsible for working in database management systems and technical reference guides to review energy efficiency applications and will report to the Customer Care Manager in Peoria, IL. Location: This role is remote, but the candidate must be located in the Peoria area for occasional office visits. Other responsibilities include: - Implement an Energy Efficiency Plan: - Create and populate records in Customer Management System - Scheduling customers for home energy assessments - Complete and collect appropriate customer paperwork - Provide overview of the program(s) - Conduct entry interview and energy advising consultation - Review available rebates, incentives with customer; assisting with finding and/or providing rebate forms; assisting with the completion of those forms using electronic forms when possible - Provide follow up to customers to help them complete home energy upgrades or participate in related programs; Remove customer barriers and leverage customer motivation - Track all activity in Customer Management System: - Fill out all appropriate fields in Customer Management System - Follow reporting requirements outlined by the Program Manager - Integrate with and support related departments as needed, such as residential energy audits, trade ally management, rebate processing, and quality assurance - Properly execute all energy advisor workflows - Address all program issues including customer, trade ally or utility complaints based on the defined procedures including proper documentation and follow-up - Plan, coordinate, and follow through on tasks and assignments in a timely manner - Other duties as assigned Required Education & Experience: - High School Diploma or equivalent with 1+ year customer service experience or equivalent and exemplary customer service skills required. May Consider more years of experience in lieu of degree - Ability to travel within the service territory as needed - Demonstrated fluency in English language, both written and oral - Experience with or strong knowledge of building science principles - Expertise with or ability to learn web-based software Microsoft Office - Strong listening, oral and written communication skills - Ability to communicate with clients and co-workers in a friendly, positive, respectful manner - Ability to maintain a professional demeanor, even under pressure - Effectively utilizes available resources to achieve goals - Strong organizational and time management skills - Demonstrate accuracy and thoroughness in all work products - Self-motivated and driven to deliver on goals - Ability to prioritize, multi-task and deliver in a fast-paced environment - Ability to identify improvement opportunities - Reliable internet connection for remote work - Quiet, secure, and distraction-free work space for remote work Preferred Qualifications - Call Center Representative that can accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior Pay Range: Pay Range $35,750.00 - $64,625.00

• Provide techno-functional support and user administration for Oracle Primavera Unifier and any other specified products • Troubleshoot and resolve operational issues, taking ownership of ticket resolution, including follow-ups and communications • Configure and modify custom business processes, workflow setups, templates, and user-attribute forms • Translate business functional requirements into technical specifications • Own, maintain and improve knowledge base documentation, including instructions for addressing frequently occurring support issues • Lead customer communication and customer meetings for support (verbal and written) • Review, maintain, and support existing processes to ensure data quality and continual improvement • Coordinate with Oracle to address and resolve any identified bugs • Build reports to support business analysis and user inquiries • Prepare technical documents on processes, including support instructions for frequently occurring issues • Provide excellent customer service and support, ensuring user satisfaction and effective communication