Role Description At KeyNest, we're building a customer support team that's trusted to solve real-world problems, not just answer tickets. As a Bilingual Customer Support Representative, you'll be the first point of contact for guests, hosts, and business partners, providing support across phone, email, and live chat. Most of your work will focus on KeyNest, with occasional support for our GuestCare service during busy periods or out-of-hours coverage. This is a fast-paced role where no two days are the same. You could be helping a guest access their accommodation, resolving a billing query, coordinating with our Operations team, or investigating a technical issue. We're looking for people who enjoy solving problems, taking ownership, and delivering exceptional customer experiences. If you're calm under pressure, communicate clearly, and enjoy making a real impact, we'd love to hear from you. - Provide exceptional customer support via phone, email, and live chat. - Assist guests, hosts, and business partners with access, booking, account, and billing enquiries. - Resolve customer issues from first contact through to resolution, taking full ownership of each case. - Handle time-sensitive operational incidents and occasional GuestCare enquiries. - Make outbound calls to customers and partners to gather information and coordinate resolutions. - Prioritise multiple conversations and cases based on urgency and impact. - Work closely with Operations, Technical Support, and other internal teams to deliver the best outcome for customers. - Accurately document all interactions and actions taken within our internal systems. - Use sound judgement when handling situations that fall outside standard processes. - Contribute ideas that improve our processes, products, and customer experience. Qualifications - Fluent English (spoken and written). - Fluent in at least one of the following: Spanish, Italian, French. - Additional languages are a strong advantage. - At least 2 years' experience in customer support or another customer-facing role. - Comfortable handling customer conversations over the phone. - Experience in hospitality, travel, property management, or technology is beneficial, but not essential. - Excellent written and verbal communication skills. - Strong problem-solving and decision-making ability. - Calm and confident under pressure. - Organised and able to manage multiple priorities. - Comfortable working independently in a fully remote environment. - A proactive mindset with a willingness to learn and improve. - Flexible to work a rotating shift pattern, including evenings, weekends, and public holidays. Benefits - Fully remote working. - 45-hour working week on a rotating shift pattern. - Structured onboarding and continuous learning through our internal training platform. - Clear opportunities for career progression and internal development. - Work with an international team supporting customers across multiple countries and languages. - A collaborative, supportive culture where your ideas and feedback are valued. - Competitive salary based on your experience and location.

Role Description Wunderlich-Malec Engineering is seeking a part-time IT Helpdesk Support Specialist for weekend shifts. This position allows for remote work and involves a range of duties focused on delivering technology support for operational needs and personal technology devices/equipment. - Accept initial IT support requests, prioritize, diagnose, and drive resolution independently or with assistance from Wunderlich-Malec Field Support. - Resolve most support requests upon first contact with the user. - Participate in the evaluation, development, and implementation of technology standards, equipment, and procedures. - Assist in the development and maintenance of standard desktop, laptop, and virtual desktop images. - Participate in new hardware and software rollouts. - Provide tools, training, or resources to help employees utilize technology effectively. - Maintain IT hardware, perform small hardware repairs, and manage inventory of spare parts. - Support mobile device technology service requests and manage Microsoft Intune for phones and tablets. - Allocate/purchase new and used devices as requested and approved. - Participate in companywide initiatives or projects related to technology, equipment, or services. - Administer user management controls over company software systems. - Other duties as assigned. Qualifications - Three to five years of IT experience providing user support service in a complex business environment. - Two+ years experience in Windows 10, Office 365, and Apple iOS. - Basic understanding of networking and DNS. - Good understanding of computer systems, mobile devices, and other tech products. - Proven technical skills for diagnosing and troubleshooting applications, operating systems, and hardware problems. - Ability to communicate technical concepts clearly to technical and non-technical audiences. - Strong time and priority management skills with minimal supervision. - Willingness to travel to all LSC locations, business functions, and training as needed. - Additional certifications in Microsoft, Cisco, or similar technologies are a plus. Requirements - Seeing, color perception, hearing, clear speech, dexterity in hands, driving, ability to travel distances, climbing, pushing and pulling, and ability to mount and dismount equipment. Benefits - Medical - Dental - Vision - Basic and Supplemental Life and AD&D - Long Term Disability - Voluntary Short Term Disability - Healthcare & Dependent Care Flexible Spending Accounts - Health Savings Account - Paid Time Off (PTO) - Paid Holidays - Tuition Reimbursement - Referral Bonus Program - 401(k)/Profit Sharing - 100% ESOP (Employee Stock Ownership Plan) - Employee Assistance Program - Will Preparation Resources - Worldwide Travel Assistance Salary Range The expected pay range is $23 - $31/hour based on experience and qualifications, plus a discretionary bonus and employee stock program.

• Manage the client throughout their lifecycle, starting from the signing of contracts to the rollout of their solutions, through offboarding. • Cultivate and sustain strong client relationships tailored to their specific contract obligations and distinct requirements. • Track product utilization and conduct proactive outreach to ensure clients maximize the value and capabilities of their tools. • Provide precise and prompt resolutions to support tickets submitted by external parties, such as candidates, voters, and clients. • Oversee multi-departmental initiatives, showing strong prioritization and delegation skills to deliver exceptional service. • Maintain data accuracy in internal software tools, including HubSpot, Asana, and HelpScout. • Develop and update user-facing support documentation, including video content, help articles. • Modify and resolve issues on team-developed websites using basic programming and specialized proprietary software. • Partner actively with fellow Client Success personnel alongside colleagues in Marketing, Sales, Data, and Product. • Serve as an internal voice and advocate for our customer base and end users.

Role Description Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience. What will YOU be working on every day? - Servicing our Dental and Vision inbound callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area. - Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests. - Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution. - Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information. - Act as liaison between our organization and the client’s Member Services staff to resolve issues such as eligibility and filing appeals and grievances. - Provide updates to providers with questions regarding the status of their credentialing application. - Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available. - Ensure all calls are answered according to company and client guidelines. - Accurately document call information and resolution in our internal systems. - Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported. - Properly identify issues that need to be escalated appropriately to the leadership team. Additional Responsibilities: - Provide recommendations on system enhancements and process improvements to management. - Keep our Provider Relations team updated with provider manual discrepancies, change in locations or any other provider related issues. - Participate in departmental projects when applicable. Qualifications - High school diploma or equivalent. - 1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail. - Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook. - Ability to work occasional overtime as needed. - Excellent listening and communication skills. - Superior customer service skills including the natural ability to provide empathy. - Strong data entry/typing skills. - Strong navigation skills and the ability to multi-task. - Excellent attention to detail. - Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions. Requirements - 1+ years of job related customer service experience within the dental, vision or medical industry. - Previous experience working in a virtual environment. - Understanding of dental, vision and/or medical insurance terminology. Benefits - Fully remote opportunity. - Training schedule: 8:00am - 4:30pm Monday – Friday CST for the 1st 12 weeks. - Work schedule (after training): 10:30am - 7:00pm CST Mon - Fri. - Hours of operation: 6:00am - 10:00pm CST Monday - Friday so shift could flex based on business need. - $2.00/hour differential on Mon/Tues. - Occasional evenings, weekends and holidays possible during Annual Medicare Open Enrollment: 10/1 - 3/31. - Exceptional professional growth in a fun rewarding environment.