• Understanding of company policies and procedures as they apply to California Choice/Choice Builder plans. • Answers questions by telephone from groups regarding new hires, billings, rates, supplies, administrative procedures, etc. • Educates, via telephone, employees/dependents regarding PCP’s, ID cards, RX problems, administrative procedures, dependent coverage, address changes, etc. • Follows-up on calls and emails from brokers regarding problems that their groups are experiencing with providers. • Ability to interact with brokers, general agents and sales representatives on a daily basis and must be able to answer questions regarding California Choice processes. • Responds to calls from providers to confirm eligibility and benefits. • Verifies enrollments and resolves issues with carriers. • Expedites processing of members enrollment with carrier if urgent services are needed. • Review and submit appeal requests from groups. • Review /Audit group billing and explain to clients in clear and accurate manner. • Document calls in call tracking system. • Departmental standard requires each Customer Service Representative to provide Service of Unequalled Excellence to all callers by maintaining an average of 90% or greater on Call Reviews. • Answer at least 100% of the daily call volume average. • Provide clear and explicit documentation while maintaining percentage at a level of 90% or higher daily. • Make busy time of 20 minutes or less per day. • Meet department standards for quality and quantity of work. • Meet department and team standards for turnaround times. • Adhere to all HIPAA (Health Insurance Portability and Accountability Act) and PHI (Personal Health Information) guidelines. • On-site regular attendance and punctuality are essential functions of the job. • Performs other business tasks or functions as assigned.

• Serve as the first point of contact for customers seeking assistance over the phone or email in area of expertise. • Build strong and positive relationships with customers, demonstrating empathy and patience in all interactions. • Respond to customer inquiries and concerns promptly and professionally via various communication channels. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Troubleshoot to identify and resolve problems in a timely manner. • Walk the customer through the problem-solving process. • Real time documentation to keep detailed notes on tickets. • Follow-up and update customer status and information. • Work to diagnose and resolve basic technical issues. • Escalate issues to the next Tier of support with next level of difficulty. • Proactively gather customer feedback to understand pain points and areas for improvement, advocating for customer needs within the organization. • Assist in and plan training, development and education for features and updates. • Assist in providing data to internal teams by correct usage of support team desking tool. • Participate in on-call rotation every 6-8 weeks. • Other duties as assigned.

Role Description At Lucidya, customer support is more than answering tickets - it's a critical part of the customer experience. As we scale our global customer base and move towards 24/7 support coverage, we're building a world-class support function that delivers fast, knowledgeable, and proactive service. As a Customer Support Specialist, you'll be the first point of contact for our customers, helping them resolve issues, navigate the platform, and ensuring every interaction leaves a positive impression. You'll work closely with our Technical Support and Engineering teams, troubleshooting problems, escalating complex issues when needed, and helping us continuously improve the customer experience. Your ability to communicate clearly, solve problems efficiently, and build trust with customers will have a direct impact on customer satisfaction and retention. What You'll Do - Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. - Deliver exceptional customer support in both Arabic and English. - Investigate, troubleshoot, and resolve customer issues independently wherever possible. - Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. - Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. - Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. - Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. - Contribute to maintaining and improving internal knowledge base articles and support documentation. - Identify recurring customer issues and share feedback to improve product quality and support processes. - Participate in quality assurance reviews and continuously improve service standards. - Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends. What Success Looks Like Within your first 90 days, you'll: - Develop a strong understanding of the Lucidya platform, products, and customer workflows. - Become confident navigating our support tools and internal processes. - Successfully manage customer inquiries independently. - Demonstrate strong product knowledge and effective troubleshooting skills. - Build productive working relationships with Technical Support and Engineering teams. - Consistently achieve key customer support metrics, including First Response Time (FRT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT). Qualifications - 2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support role. - Current experience supporting customers in a SaaS environment (required). - B2B SaaS experience is strongly preferred. - Fluent in both Arabic and English, with excellent written and verbal communication skills. - Comfortable explaining technical concepts to non-technical customers. - Strong problem-solving and analytical skills with the ability to troubleshoot customer issues independently. - Experience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems. - Comfortable working across multiple systems and managing several customer conversations simultaneously. - Highly organized, customer-focused, and able to thrive in a fast-paced environment. - Bachelor's degree or equivalent qualification. Nice to Have - Experience supporting enterprise or government customers. - Familiarity with customer engagement, social listening, or customer experience platforms. - Experience contributing to knowledge bases or process documentation. - Exposure to QA processes or customer support performance metrics. Benefits - Join one of the region's leading AI-native technology companies. - Work alongside talented teams building products used by leading enterprises and government organizations. - Help shape a growing Customer Support function with opportunities to influence processes and best practices. - Remote-first working environment. - Continuous learning and career development opportunities. - Collaborative, inclusive, and high-performance culture where your impact is visible. Hiring Process - Talent Acquisition Screening - Hiring Manager Interview - Practical Assessment (if applicable) - Final Interview - Offer

• Provide exceptional customer service and product support • Be the face of HealthStream and become clients’ biggest advocate • Understand the ins and outs of HealthStream products • Delight clients with knowledge and positivity • Develop skills for individual career paths based on interests • Adhere to all HealthStream security policies and procedures • Provide phone, email, and chat support • Troubleshoot and diagnose reported problems • Build strong relationships with colleagues and customers • Identify, test, and verify issues for documentation • Collaborate cross-functionally on customer-focused initiatives • Participate in testing new features and suggest enhancements