• Analyze contact center trends and performance metrics • Monitor inbound and outbound call traffic • Create staffing schedules to meet goals • Conduct training on scheduling processes • Generate and publish agent schedules

• Provide email and phone support (inbound/outbound) to guests and merchant partners via our phone system on the Zendesk ticketing platform • Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a QA score of 95% or higher • Maintain close and open communications with restaurant owners and guests until an issue has been resolved • Escalate complex issues to Tier 3 and Management appropriately • Communicate technical issues to our end users and development team and follow up with the team and end users according to our policies • Conduct user and partner support in line with documented procedures and act with integrity when assisting internal and external accounts • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems • Use communication channels to inform the team of important issues and information which will help improve team performance

• 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