Role Description Estamos em busca de um Representante de Suporte para se juntar à nossa equipe e auxiliar no atendimento às necessidades de nossos clientes. O candidato ideal terá excelentes habilidades de comunicação, uma mentalidade voltada para o atendimento ao cliente e a capacidade de trabalhar em colaboração com outros departamentos da organização. - Orientar e aconselhar os usuários através de múltiplos canais, oferecendo soluções personalizadas e eficazes. - Identificar problemas rapidamente e orientar os usuários para resoluções ágeis. - Manter registros detalhados de todas as interações com os clientes e das ações tomadas de acompanhamento. - Colaborar com outros departamentos da organização para fornecer soluções. - Identificar continuamente oportunidades de aprimorar os processos de atendimento ao cliente e fornecer feedback à gestão. Qualifications - Fortes habilidades de comunicação, tanto verbal quanto escrita. - Inglês intermediário. - Mentalidade de atendimento ao cliente. - Habilidades sólidas de resolução de problemas. - Capacidade de realizar múltiplas tarefas e priorizá-las de forma eficaz. - Familiaridade com software e ferramentas de atendimento ao cliente (Zendesk, Jira, Slack, etc). - Notebook/computador próprio. - Conexão estável de internet com no mínimo 25mb. - Paixão por ajudar e enfrentar desafios de maneira positiva. Benefits - Trabalho remoto. - Equipe colaborativa focada na transformação positiva para os usuários. - Desenvolvimento profissional e valorização do crescimento pessoal. - Flexibilidade para trabalho remoto em ambiente produtivo. - Remuneração competitiva. - Modelo de contratação MEI / PJ.

Role Description Customer Call Specialist II shall provide advanced customer service support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. - Serve as the initial point of contact for customers contacting Customer Call Center. - Provide timely, accurate, and courteous information regarding benefits, claims, and application requirements. - Provide compassionate customer service to survivors, injured officers, and public safety agencies. - Capture and maintain application information within the Government's case management system. - Review submitted applications for basic completeness and required documentation. - Document all customer interactions within the PSOB 2.0 Portal. - Route inquiries requiring Government action to appropriate personnel. - Scan, upload, and organize supporting documentation using Government-furnished equipment. - Assist with routine correspondence and mail merge activities. - Protect sensitive and Personally Identifiable Information (PII). - Perform other duties as assigned. Qualifications - High School Diploma or equivalent. - Minimum two (2) years of benefits, claims processing, or customer service experience in a high-volume call center or similar environment. - Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. - Experience working with electronic case management or customer relationship management (CRM) systems. - Ability to obtain and maintain Public Trust (Minimum Background Investigation). - Must be a U.S. citizen. Requirements - Excellent customer service and telephone communication skills. - Strong verbal and written communication skills. - Ability to communicate professionally and compassionately with individuals experiencing difficult circumstances. - Strong attention to detail and organizational skills. - Ability to accurately document customer interactions. - Ability to prioritize multiple tasks in a fast-paced environment. - Ability to work independently in a remote environment. - Ability to maintain confidentiality and safeguard sensitive information. - Proficiency using Microsoft Office applications.

Role Description Customer Call Specialist I shall provide first-line customer service support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Serves as the initial point of contact for survivors, injured public safety officers, family members, and agency representatives seeking information regarding federal death, disability, and educational assistance benefits. The position supports a high-volume customer service environment requiring timely, accurate, compassionate, and professional communication while maintaining case information within the Government's case management system. - Serve as the initial point of contact for customers contacting Customer Call Center. - Provide timely, accurate, and courteous information regarding benefits, claims, and application requirements. - Provide compassionate customer service to survivors, injured officers, and public safety agencies. - Capture and maintain application information within the Government's case management system. - Review submitted applications for basic completeness and required documentation. - Document all customer interactions within the PSOB 2.0 Portal. - Route inquiries requiring Government action to appropriate personnel. - Scan, upload, and organize supporting documentation using Government-furnished equipment. - Assist with routine correspondence and mail merge activities. - Protect sensitive and Personally Identifiable Information (PII). - Perform other duties as assigned. Qualifications - High School Diploma or equivalent. - Minimum one (1) years of benefits, claims processing, or customer service experience in a high-volume call center or similar environment. - Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. - Experience working with electronic case management or customer relationship management (CRM) systems. - Ability to obtain and maintain a Public Trust (Minimum Background Investigation). - Must be a U.S. citizen. Requirements - Excellent customer service and telephone communication skills. - Strong verbal and written communication skills. - Ability to communicate professionally and compassionately with individuals experiencing difficult circumstances. - Strong attention to detail and organizational skills. - Ability to accurately document customer interactions. - Ability to prioritize multiple tasks in a fast-paced environment. - Ability to work independently in a remote environment. - Ability to maintain confidentiality and safeguard sensitive information. - Proficiency using Microsoft Office applications.

• Lead discovery sessions to assess the client’s Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements • Configure and deploy Claude securely within the client’s Microsoft 365 tenant — identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others) • Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live • Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements • Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR) • Train client administrators and end users; create runbooks and quick-start materials • Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement • Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed • Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy • Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users • Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework • Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline • Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support