Role Description As a Customer Support Specialist for Green Filing, you’ll play a key role in assisting customers and addressing their inquiries—primarily through chat, as well as email and phone by leveraging all available resources. We’re looking for someone who is reliable, quick to learn, and able to multitask effectively. If you enjoy helping people and can remain graceful under pressure, this role is a great fit for you! You'll be part of a supportive team dedicated to educating, empowering, and advocating for our customers. Strong communication skills—both written and verbal—are essential, with an emphasis on active listening and problem-solving to ensure efficient and effective resolution of inquiries. We value individuals who are coachable, curious, and always looking for ways to grow—both personally and as part of a team. Empathy and a customer-first mindset are at the heart of what we do, and we’re looking for someone who can bring patience, attentiveness, and a passion for customer care to every interaction. This is a remote role based in Pacific or Mountain Time. Responsibilities - Customer Service: - Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently. - Provide feedback to improve support materials, tools, and processes. - De-escalate distressed customers and ensure timely, effective resolutions. - Communication & Collaboration: - Deliver clear, professional communication with strong comprehension and problem-solving skills. - Work collaboratively with teammates and leadership, remaining open to coaching and feedback. - Advocate for customers by sharing insights to improve products and services. - Results & Operational Excellence: - Use available tools and resources to enhance customer experience and meet performance goals. - Stay accountable for personal growth, training, and continuous improvement. - Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery. - Engage in team meetings, contribute ideas, and support new team members as needed. - Culture & Engagement: - Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements. - Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration. Qualifications - 2+ years in customer support - Legal services, or litigation support experience is preferred. - Proficiency with Microsoft Office and Google Suite and ability to quickly learn new software. - Strong written and verbal communication, interpersonal skills, and ability to collaborate across teams. - Critical thinker, self-motivated, and comfortable in a fast-paced, evolving environment. - Committed to delivering an exceptional customer experience through trust-building, empathy, and best practices. - Strong time management, ability to leverage technology for organization and automation. Compensation The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications. - $18.08 - $32.13 Benefits - 401(k) Match - Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums - Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance - 20 Days of Paid Time Off (PTO) - 11 Paid Holidays - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Remote Employees

Role Description The Operations Support Scheduling Dispatcher (ADT uses the job title of ‘Productivity Specialist’) is responsible for the coordination of field technicians’ daily schedule. Performing various identified administrative functions are centralized to the Productivity Specialist in order to promote local ADT branch field time, business efficiency, and support of business processes and best practices. - Field technicians are dispatched to customer’s homes to install new ADT alarm systems or to perform repair work on existing ADT customer sites. - The Productivity Specialist is assigned a particular geographic area within the United States and provides support to a particular identified set of local ADT branches. - Prioritization of jobs in each of the technician’s area through both knowledge of the area supported and independent decision-making techniques are basic requirements of this role. - Critical assets for success include adaptability, problem-solving and decision-making skills, multi-tasking, and the ability to build relationships quickly with internal customers supported remotely. - The Productivity Specialist will work in a team atmosphere that is fast-paced and agile to a changing environment. Qualifications - Strong communication and customer service skills. - Strong analytical/problem-solving skills. - Ability to “multi-task” at an efficient speed. - Basic data entry/typing skills. - Computer/MS Windows knowledge strongly desired. Requirements - You will work in a dynamic, collaborative environment, working closely with customers and coworkers. - Balancing technician schedule efficiency and productivity given customer expected arrival times. - Ensuring customer appointment times are met. - Reprioritization of jobs as required to meet customer commitments. - Providing timely customer notification on appointment changes or delays. - Strategic planning of schedule concerning technician skill set, training, and time off. - Problem-solving of scheduling exceptions such as sooner requests, pending requests, and escalated customer inquiries. - Providing daily communication between technicians, customers, management, and other ADT support centers through various communication channels. - Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response. - Various administrative duties such as on-time arrival tracking to best support local branches and promote an increased level of customer satisfaction. Benefits - The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 6 months of employment. - Incremental increases of $0.50 every 4 weeks until the rate of $21.00 is reached. - Access to healthcare benefits. - 401(k) plan and company match. - Short-term and long-term disability coverage. - Life insurance. - Wellbeing benefits. - Paid time off, accruing up to 120 hours in the first year, with an increased accrual rate after the first year. - 6 paid holidays.

• Interact with customers via email, online chat, or other electronic means to provide support and information on an assigned product or service. • Answer customer inquiries and resolve billing problems and concerns, taking appropriate action to bring issues to closure. • Maintain customer accounts and records of interactions, including inquiries, complaints, and comments. • Resolve assigned billing tasks efficiently so General CSRs can complete tickets within reasonable timelines. • Maintain and manage collections records and activities for delinquent accounts. • Use knowledge of HG-specific products, services, or other assigned areas of expertise to answer inquiries or route them to the appropriate teams. • Partner with the Customer Service Manager to resolve disputed payments, uphold billing standards and policies, and evaluate or update those policies as needed. • Identify and implement process improvements, contributing to a culture of continuous improvement within the team. • Act as a resource to peers by sharing best practices, offering guidance, and supporting the onboarding and training of new team members. • Other duties as assigned.

• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements. • Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership. • Personally engage on the most complex or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform. • Troubleshoot operational issues with the tool and with integrated tools and/or feeds. • Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers. • Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them. • Establish standards and oversee delivery of on-prem and cloud installation, configuration, and updates of Analyst1. • Serve as the primary conduit for structured product feedback from Support to the Product team, informed by patterns across the customer base. • Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations). • Provide product feedback to the Product team based on customer experiences. • Build, lead, and grow the Customer Support team, including hiring, coaching, performance management, and career development.