• Provide support for customers to ensure a positive experience • Build rapport while promoting effective relationships • Handle customer inquiries and retain customers • Re-build customer relationships by reselling benefits of products and services

• Support and delight PerfectServe’s end users - physicians, nurses and system administrators. • Support general user account management, end-user education, on-call schedule management, mobile and web interface assistance, application builds and revisions, and application troubleshooting. • Field incoming client communications via phone, chat, and online customer portal. • Help end-users administer their PerfectServe applications. • Train end users on how best to use PerfectServe’s phone, mobile, and web applications. • Own basic-to-advanced troubleshooting efforts related to message delivery and/or message content issues; identify root cause(s) and make the appropriate configuration changes to resolve the issue. • Consult, design, configure, and deploy custom applications leveraging best practices to meet workflow needs of PerfectServe’s end users. • Build and revise new user accounts based on established standards and best practices. • Work with end-users and hospital IT personnel to troubleshoot mobile and web connectivity issues. • Collaborate with other PerfectServe teams on escalated technical issues. • We expect all team members to have their cameras on during internal and external meetings.

• Run the full new-hire program end-to-end (Phase 1: Patient, Phase 2: Account) • Coordinate and facilitate multiple trainings; use approved AI tools • Create and maintain training content (KB articles, decks, simulations, AI aids) • Deliver high-quality facilitation (remote + occasional in-person) • Document training in Workday Learning • Collaborate cross-functionally with Training, QA/Quality, Supervisors, BPO leaders • Uphold standards & compliance

• Via a chat hotline, sufficiently answer incoming inquiries related to meal planning, nutritional needs, and behavioral challenges in a timely, professional, and supportive manner in line with that patients’ individualized treatment and meal plans as well as Equip protocols and treatment philosophy. • Convert escalated or complex inquiries to phone or video support to ensure timely resolution. • Monitor the chat queue to ensure timely responses, prioritizing multiple conversations at once while maintaining quality and professionalism. • Complete administrative tasks including documentation of interactions and messaging triage/response as appropriate. • Maintain patient confidentiality and adherence to all company policies and procedures. • Deliver on response time, resolution and satisfaction SLAs. • Participate in required training and internal meetings. • Perform other duties as assigned.