• Deliver industry-leading product and technical support to clients from across North America • Troubleshoot backend issues including data discrepancies, imports/exports, and performance concerns • Configure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applications • Work hands-on with database management systems (primarily SQL Server) to analyze and resolve client issues • Create and update help modules, client-facing documentation, and internal troubleshooting guides • Participate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverage

• Serve as a point of contact for initial and escalated tech support requests via email, phone, chat, or in person for hardware, software, or network issues. • Perform remote and in-person troubleshooting and determine the best solution based on the issue and details provided. • Identify, research, and resolve basic and advanced technical problems for end users. • Provide technical assistance through information sharing and hands-on problem-solving support. • Coordinate with school, district, and partner organization technology staff to troubleshoot and resolve issues when needed. • Install network equipment such as network cables, wireless access points, switches, and routers in PRI offices. • Perform network troubleshooting in PRI offices to determine and resolve internet and network-related problems. • Configure printers and multifunction devices for printing, scanning, and network connection. • Use scripting tools such as PowerShell to automate and streamline operations. • Direct unresolved issues to the next level of support personnel. • Conduct new staff technology onboarding sessions. • Provide technology training to end users. • Monitor and manage the PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs. • Assist with training workshops for staff members on new technologies and organizational technology policies and procedures. • Prepare and maintain documentation for performed tasks, procedures, and IT-related policies. • Create documentation for troubleshooting and resolution steps for IT issues, technical documentation, manuals, and IT policies. • Manage backup and restoration of files in cloud-based systems.

• Handle incoming requests via Zendesk (email and live chat), focusing on agent and streamer account issues and technical troubleshooting. • Ensure fast and effective resolution of user requests to reduce response time and increase user satisfaction. • Follow platform standards (SLA, tone of voice, policy guidelines). • Escalate complex cases to L2 and other teams with complete context and structured information. • Collaborate with Success, QA, Compliance, Moderation, and Technical teams. • Properly document and transfer cases between shifts (especially critical for night operations). • Collect and share user feedback to improve product and support processes.

Join our growing team! We're looking for a dynamic Case Manager to make an impact in Florida. Case Managers are one of Mindoula's key front-line roles in delivering our Population Health Program. Our Case Manager works closely with Mindoula's members in the community to understand their behavioral and medical health conditions, as well as their social determinants of health needs, and help our members achieve better health outcomes. How you'll contribute: Conduct meaningful outreach, provide education, and drive member enrollment In partnership with the member, create a Service Plan to guide engagement based on member diagnoses, results of screenings, as well as care gaps Build measurable goals for members to develop skills and/or strategies for managing challenges and triggers to reduce hospital admissions/readmissions and use of the ER, and record outcomes Coordinate community resources for each member to support them in achieving their goals as outlined in their Service Plans, created with an emphasis on meeting behavioral health and medical needs, and closing gaps identified in the social determinants of health Act as an advocate and liaison between the care team (family, physician, facilities, and/or agencies) and member Schedule appointments, build accountability, and follow-up services for members Elevate critical incidents and information regarding any quality-of-care concerns Report hospital diversions, productivity, and other outcomes weekly Prepare and maintain all required records, reports, consents, and members' diagnostic records