• You are the first point of contact for IT incidents, service requests and user inquiries — by phone, email, or ticketing system. • You independently analyze and resolve technical issues at 1st level and support more complex matters at 2nd/3rd level. • You also install, configure and maintain hardware and software as part of rollouts or updates. • You document recurring issues in the knowledge base and actively help improve our support processes. • You perform monitoring tasks to ensure system availability and work closely with internal and external partners. • Additionally, you prioritize requests based on business impact and SLAs — escalating to the IT Service Manager when necessary. • You participate in IT projects and support training and awareness initiatives for our users.

• Primarily Outbound calls with Inbound call opportunities • Work with clients to deliver Medicare Health Plans solutions that work with their doctors, hospitals, and medications. • You will work with most major insurance carriers and be able to sell Medicare Advantage, Medicare Supplement, and/or Part D Prescription Drug Plans. • Fulfill all policy requirements • Constantly update job knowledge and learn about new products and services • Attend and participate in team meetings • Be coachable, open-minded, and open to constructive feedback (we want you to grow!)

Role Description This is not your average call center job; this is a place for you to own the Member experience. At Rue Gilt Groupe, our Member Services Agents are empowered advocates. We don't believe in rigid scripts; we believe in authentic conversations. You will operate in a fast-paced, high-volume environment where you have the agency to make real-time decisions to help our members. Our Agents are experts at building relationships and finding creative, personalized ways to support our members as they place orders, manage returns, and resolve complex issues. Key Responsibilities: - Member Advocacy: Interact with current or prospective Members via voice and email with professionalism, positivity, and personality. - Creative Problem Solving: Use your agency to resolve inquiries regarding returns, tracking, and order modifications without a script to lean on. - Skill Expansion: Once you master the foundational skills, you’ll have the opportunity to handle more complex situations and move into alternate channels like messaging or social media. - Must be willing to work any shift Monday through Sunday 9am-9pm EST. Qualifications - High School Diploma or equivalent. - 1-3 years of experience in a Contact Center environment (e-commerce or luxury retail is a major plus) within the last 5 years. - Proficient in relevant computer applications and able to navigate multiple systems simultaneously. Requirements - You are driven by the "human" element of service—you have a genuine passion for helping people and turning frustration into a "wow" moment. - You thrive in high-energy, high-volume environments and enjoy the challenge of a busy day. - You want to work somewhere where your judgment is trusted, and your suggestions help improve the way we work. - You love finding a good deal, are passionate about fashion, and want to collaborate with a kind, remote-first team. - The "Unscripted" Mindset: Ability to think critically and solve problems on the fly without relying on a rigid manual. - High-Volume stamina and resilience: You bring positive, consistent energy even during our busiest peak shopping seasons. - Decision-Making Confidence: You are comfortable taking ownership of an issue and using your judgment to provide a resolution. - Superior Communication: Excellent listening, verbal, and written skills; you can pivot your tone to meet the Member's needs. Benefits - Equal pay for equal work. - Consideration of a wide range of compensation factors, including prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other job-related factors. - Potential inclusion of bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision, and basic life insurance. Work Authorization Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future.

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products • Meticulous documentation of end user issues in ITSM tool • Adherence to processes and knowledge documents • Ticket backlog management • Continuous service improvement activities – knowledge script creation, training document updates etc. • Close collaboration with Onsite IT technicians