• Provide customer support via phone, email, and chat for ACT Innovations software platforms, including DCCM and Paracelsus • Troubleshoot software, workflow, and user-related issues across ACT platforms, including printer connectivity and driver issues for laboratory equipment • Remotely access customer computers using screen-sharing tools to diagnose and resolve software and configuration issues in real time • Troubleshoot communication issues between the Paracelsus relay and laboratory analyzers used for screening tests, escalating to senior team members when needed • Answer user questions about Paracelsus (Laboratory Information System) workflows and functionality; remotely access customer systems as needed to resolve urgent issues in an active lab environment and enter support tickets on behalf of users • Support DCCM users with workflow questions and case management tasks; create and manage support tickets on behalf of users navigating this virtual client filing system for specialty courts • Document support interactions and resolutions within our ticketing system • Escalate complex issues to the designated senior team member when needed • Assist with software testing, QA efforts, and creation of customer-facing release notes for software updates and enhancements during slower support periods • Help maintain internal support documentation and knowledge base articles • Participate in team meetings, training sessions, and product education opportunities • Occasionally assist with customer onboarding, implementations, or future travel opportunities as needed

• Acts as the primary point of contact in a call center • Provides high-quality support to patients and healthcare professionals • Primarily manages inbound calls on rotating shifts • Uses telephony systems and multiple computer platforms to deliver prompt, accurate assistance • Provides patient counseling in accordance with pharmaceutical manufacturers’ requirements • Responsible for assessing patients’ financial resources • Communicates directly with pharmaceutical manufacturers regarding exceptional cases

• Supports Territory Manager(s) and Regional Sales Manager with sales activities including procedure coverage • Uncovering new opportunities for IGTD product penetration into assigned territory • Maintaining existing customers • Builds solid customer relations by interfacing with customers including hospital physicians, catheter laboratory and operating room personnel • Training/education and supporting equipment and software • Providing intelligence to management on competitive products and company product enhancements • Ongoing support for company-sponsored clinical/marketing trials and registries

Role Description We are looking for a motivated and results-oriented Customer Service & Lead Generation Specialist to join our dynamic team. In this role, you will play a critical part in driving the growth and market expansion of our services tailored for law firms. Your primary focus will be on building strong relationships with business partners, such as consultancy firms, who recommend or sell Stafi’s services. This role emphasizes strategic partnership development to generate leads and expand our client base. - Identify and build relationships with consultancy firms and other potential business partners who can recommend or sell Stafi’s services to law firms. - Conduct outreach through calls, emails, and networking events to establish partnerships and promote Stafi’s offerings. - Develop tailored partnership proposals and agreements that align with the goals of our business partners and highlight the value of our services. - Foster long-term relationships with business partners to ensure continued collaboration and mutual success. - Collaborate with internal teams to ensure smooth onboarding and service delivery for clients referred by business partners. - Monitor industry trends, competitor activities, and partnership opportunities to inform strategies and enhance Stafi’s market position. - Track partnership performance, sales metrics, and referral activities, adjusting strategies as needed to meet goals. Qualifications - U.S. Visa and availability to travel at least 3 times per year. - Strong background in business development, partnership building, or B2B sales. - Experience working with consultancy firms or developing channel partnerships is highly advantageous. - Knowledge of or experience working with law firms is a plus. - Excellent verbal and written communication skills. - Proficiency in CRM and sales tools (e.g., Salesforce, HubSpot) to track partner activities and performance. - Ability to build rapport and maintain strong, trust-based relationships with business partners and stakeholders. - Self-motivated, driven, and capable of working independently as well as collaboratively within a team. - Creative problem-solving skills and a strong customer-focused mindset. - A background or understanding of legal services is a bonus.