• Provide top-notch customer service to platform users, assisting with various inquiries and issues related to their accounts. • Answer incoming phone calls (Inbound) from customers in the U.S. • Oversee receiving chats to solve technical problems that clients propose. • Search the tools provided by the client for the solution to the problem. • Show soft skills to guide clients and adapt to clients' communication style with the right words. • Offer clear and accurate technical support to users, guiding them through troubleshooting steps and ensuring a smooth resolution to their problems. • Demonstrate a deep understanding of services and products, staying up to date with new features and updates.

• Garantizar la gestión integral de los servicios de facilities y de los procesos de administración de personal del proyecto, liderando la ejecución y control de contratos, servicios críticos, obligaciones laborales y requerimientos de los colaboradores, a fin de asegurar continuidad operativa, cumplimiento normativo, estándares de seguridad y calidad, y un entorno de trabajo ordenado y eficiente en campo. • Administrar integralmente los contratos de transporte terrestre del personal y visitantes, garantizando la disponibilidad, calidad, seguridad y cumplimiento de los niveles de servicio acordados. • Supervisar e inspeccionar los servicios y vehículos de transporte, identificando riesgos y verificando el cumplimiento de los estándares de seguridad, salud ocupacional y requisitos contractuales. • Gestionar los servicios de transporte aéreo nacional, asegurando la atención oportuna de los requerimientos operativos, el cumplimiento de las políticas corporativas y la calidad del servicio. • Administrar los servicios de hospedaje para trabajadores y visitantes, coordinando reservas, validando condiciones contractuales y asegurando el cumplimiento de tarifas y estándares de servicio establecidos. • Atender y coordinar los requerimientos de usuarios relacionados con hospedaje, transporte y otros servicios asignados, garantizando una atención eficiente y oportuna. • Gestionar la facturación, valorización y conformidad de los servicios bajo su responsabilidad, validando consumos, procesando aprobaciones (HES) y asegurando la correcta ejecución presupuestal. • Administrar y controlar los contratos y servicios de facilities asignados, asegurando el cumplimiento de las condiciones técnicas, económicas y contractuales, así como la mejora continua en la prestación de los servicios. • Supervisar el cumplimiento laboral de contratistas, realizando auditorías y controles periódicos para verificar la correcta aplicación de la normativa laboral, procedimientos internos y estándares corporativos establecidos por Statkraft. • Administrar integralmente los procesos de gestión de personal del proyecto, incluyendo contratación, adendas, administración de legajos, control documental, incidencias laborales, nómina y procesos de desvinculación, asegurando el cumplimiento de la legislación vigente y las políticas corporativas. • Brindar soporte y atención a los colaboradores, resolviendo consultas relacionadas con administración de personal, beneficios, políticas internas y otros temas laborales, promoviendo una experiencia positiva del colaborador. • Gestionar las relaciones laborales y la disciplina en campo, atendiendo conflictos laborales, aplicando medidas correctivas conforme a la normativa vigente y promoviendo un adecuado clima laboral. • Coordinar y asegurar el cumplimiento de las obligaciones laborales y regulatorias, atendiendo requerimientos de entidades fiscalizadoras, auditorías internas y externas, y garantizando la correcta implementación del Reglamento Interno de Trabajo. • Coordinar programas de incorporación, capacitación y bienestar, asegurando una adecuada inducción, formación y participación de los colaboradores en iniciativas de desarrollo y bienestar organizacional.

• Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio. • Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities. • Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities. • Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth. • Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics. • Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility. • Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates. • Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.

• Deliver best-in-class service with professionalism, accuracy, and a client-focused approach • Provide support for client inquiries across multiple channels, including phone, email, chat, and account manager email queues • Respond efficiently and thoroughly to client requests within 24 hours • Remain calm, professional, and solution-oriented in stressful situations • Document client interactions, requests, account activity, issue resolution steps, and follow-up actions accurately • Monitor client concerns, troubleshoot routine transcription support issues, and escalate unresolved or complex matters to the appropriate internal team • Add doctors, users, and related account information to internal applications, ensuring required details are complete and accurate • Add and maintain e-signatures according to established client and provider requirements • Make corrections and facilitate operative requests and other processing, including report updates, report movement, and related transcription support tasks • Re-queue and verify failed faxes, confirm successful transmission when applicable, and follow up on issues that prevent delivery • Verify and update CCs to support accurate report distribution and client communication requirements • Monitor and respond to account manager email accounts, ensuring client requests are acknowledged, routed, and completed appropriately • Answer inbound client phone calls and provide support for transcription-related questions, requests, and routine troubleshooting • Reconcile the Needs Dictation queue for canceled cases, missing dictation, and other items requiring review or follow-up • Disseminate schedules and assist with schedule-related updates that impact transcription workflows • Search for, listen to, and verify dictation when needed to support client requests, report corrections, or issue resolution • Confirm patient, provider, account, location, and job information before completing updates or processing report-related requests • Support account-specific workflows, client preferences, templates, reference materials, and documentation standards to help ensure consistent service delivery • Partner with internal teams, including Transcription Operations, Quality, IT/Support, Onboarding, and Client Success, to resolve client needs and support timely turnaround • Identify recurring issues, workflow gaps, or client concerns and communicate recommendations for process improvement to management • Support additional projects or tasks as assigned by management