• Respond to customer inquiries via email, live chat, and social media messaging with professionalism, empathy, and speed. • Assist customers with order updates, shipping questions, tracking, address changes, exchanges, and product recommendations. • Manage subscriptions, cancellations, refunds, and general billing inquiries. • Coordinate with third-party logistics providers to resolve delivery issues and proactively communicate updates to customers. • Answer pre-purchase product questions to help customers make informed buying decisions. • Maintain accurate ticket documentation, tagging, and resolution to support reporting and continuous improvement. • Deliver a consistently positive customer experience that reflects the company's brand values.

• Responsible handling of customer inquiries by phone and in writing • Thorough documentation of call and correspondence outcomes • Professional and friendly customer advice • Independent work within a motivated international team

• Conduzir o relacionamento com os clientes ao longo de toda a jornada, realizando reuniões, acompanhamentos e validações com foco na execução da metodologia, evolução prática e geração de resultados. • Atuar de forma analítica e consultiva no acompanhamento de indicadores, engajamento e experiência do cliente, identificando riscos, oportunidades de melhoria e ações preventivas de retenção. • Será responsável por conduzir atendimentos reativos e proativos, realizar devolutivas claras e objetivas, apoiar onboarding, e renovação, além de atuar em tratativas sensíveis com empatia, firmeza e foco na manutenção do relacionamento. • Organização de informações, feedbacks, NPS e relatórios estratégicos, contribuindo com insights para melhorias contínuas do produto, processos, comunicação e experiência do cliente. • Apoio das entregas ao vivo, eventos e demandas operacionais relacionadas à metodologia, garantindo alinhamento completo com os padrões, processos e direcionamentos estratégicos da 4blue. • Vivência na utilização de IA na eficiência das entregas.

Role Description The Product Support Specialist II provides advanced application support for CorVel’s proprietary systems. This role focuses on diagnosing, troubleshooting, and resolving complex application issues while adhering to established policies and procedures. The Product Support Specialist II works under general supervision, demonstrates strong problem-solving skills, and takes initiative to expand technical knowledge as systems and technologies evolve. This is a remote position. - Troubleshoot and resolve application issues submitted through ServiceNow by field offices and business users, ensuring timely resolution and high user satisfaction. - Provide professional, effective support via ServiceNow, email, and phone. - Serve as a subject-matter expert for CorVel proprietary applications and ServiceNow ITSM processes. - Analyze issues to identify root causes and recommend or implement effective solutions. - Participate in post-release testing and validation for system updates and enhancements. - Create, review, and maintain technical and team documentation. - Collaborate with team members, stakeholders, and technical resources in meetings and working sessions. - Continuously develop skills and knowledge aligned with team and organizational objectives. - Additional duties as assigned. Qualifications - Working knowledge of SQL, including running and modifying queries required; Advanced SQL skills, including writing and optimizing queries with joins preferred. - Strong analytical and critical-thinking skills with the ability to troubleshoot complex issues. - Excellent customer service and communication skills, with the ability to support users in a fast-paced environment. - Strong organizational skills, attention to detail, and ability to manage multiple priorities independently. - Proficiency in Microsoft Office (Excel, Word, Teams, Outlook, OneNote, SharePoint). - Willingness to leverage AI tools to improve efficiency and support outcomes required; Experience using AI tools in a technical support or operational role preferred. - Demonstrated adaptability, work ethic, and commitment to continuous learning. - Knowledge of claims management, healthcare, or insurance-related systems preferred. Requirements - 3+ years of hands-on experience supporting software applications required; 5+ years of application support experience preferred. - Experience using ticketing systems such as ServiceNow, Zendesk, or BMC Helix. - Experience supporting web-based applications. Benefits - A comprehensive benefits package is available for full-time regular employees and includes: - Medical (HDHP) w/Pharmacy - Dental - Vision - Long Term Disability - Health Savings Account - Flexible Spending Account Options - Life Insurance - Accident Insurance - Critical Illness Insurance - Pre-paid Legal Insurance - Parking and Transit FSA accounts - 401K - ROTH 401K - Paid time off Company Description CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).