• Respond to customer inquiries via calls, chats, and emails • Maintain accurate documentation of customer issues and interactions • Route concerns to the appropriate departments • Handle order inquiries and report vendor-related issues in line with company standards • Meet department averages for performance metrics, including PRP, QA, CSAT, and time logged in queues • All other assigned duties

• Resolve customer insurance requests via Salesforce cases, phone calls, and internal workflows • Service property policies (coverage changes, renewals, endorsements, billing questions, etc.) • Deliver high-quality customer experiences — especially in complex or time-sensitive situations • Partner directly with carrier partners and referral sources to advocate for clients • Maintain strong documentation and data accuracy within Salesforce • Identify inefficiencies and suggest process improvements • Operate with accountability and autonomy in a fully remote environment

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area • Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area • Requires specialized knowledge within the function • Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation • Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services • Stays informed of industry trends that may inform work • Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering • Has ability to assess quality of information given and ask pertinent questions to stakeholders • Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations • Uses multiple internal and some external sources outside of own function to help arrive at a decision • May lead functional teams or projects with minimal resource requirements, risk, and/or complexity • Communicates difficult concepts and may influence others' options on particular topics • May guide others to consider a different point of view

• 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