• Respond to customer inquiries via email, chat, and phone. • Resolve customer issues accurately and professionally. • Document customer interactions and maintain accurate records. • Collaborate with internal teams to resolve complex cases. • Follow established processes while meeting quality and response time goals. • Identify opportunities to improve the customer experience.

• Utilize effective soft collections approach to negotiate and collect past due monies • Analyze situations and determine best payment plans • Maintain professional and friendly demeanor during calls • Work independently in an At-Home position while meeting performance standards

• Deliver exceptional technical support to customers via phone and email, ensuring timely and effective resolution of inquiries. • Build trusted relationships with customers by providing friendly, knowledgeable, and solution-focused support. • Troubleshoot software issues and guide customers through best practices to help them get the most out of the BIS Safety Software platform. • Educate customers on software features and functionality through clear explanations and product guidance. • Document customer inquiries, feature requests, and enhancement ideas to support continuous product improvement. • Test new features and software updates to ensure quality and functionality before release. • Partner with Development and other internal teams to resolve complex issues and advocate for customer needs. • Identify opportunities to improve internal processes, support documentation, and the overall customer experience. • Monitor recurring customer trends and feedback to help drive continuous improvements across the business. • Contribute to a collaborative, customer-focused team by participating in daily meetings and sharing knowledge with colleagues.

• Respond to patient inquiries through chat, email, and internal messaging with clarity, warmth, and professionalism. • Break down complex topics (billing, CPT codes, coverage, device returns, etc.) into simple, patient‑friendly explanations. • Maintain a consistent tone that reflects Salvo’s values: supportive, empowering, and solution‑oriented. • Follow up proactively until each issue is fully resolved — no loose ends. • Document all interactions clearly and accurately so the next agent or clinician can pick up without confusion. • Follow established workflows for benefit checks, escalations, and provider‑office boundaries. • Ensure all information given to patients is consistent with Salvo policies and updated processes. • Troubleshoot patient issues related to the app, onboarding, or device setup before escalating. • Identify recurring issues and flag them to leadership with context and examples. • Adapt quickly to new tools, workflows, and process updates. • Monitor Slack for team tags and respond promptly when not on calls. • Partner with Engagement to ensure smooth handoffs and aligned messaging. • Support teammates by sharing knowledge, answering questions, and maintaining a positive, accountable culture. • Show up on time, prepared, and camera‑ready for meetings and trainings. • Take ownership of your queue, your follow‑ups, and your accuracy. • Ask questions when unsure and seek clarity rather than guessing.