Role Description TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale. Founded in 2009 with the simple mission of protecting patients, today TraceLink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT. TraceLink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably. Qualifications - Experience in life sciences or healthcare industries. - Strong understanding of supply chain operations. - Proven ability to work with digital workforce technologies. Requirements - Ability to coordinate with cross-functional teams. - Excellent communication skills. - Strong analytical and problem-solving skills. Benefits - Competitive salary and performance-based bonuses. - Comprehensive health benefits. - Flexible work arrangements. Company Description TraceLink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

• At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. • Visit h1.co to learn more about us.

• Provide high-quality customer support over the phone • Take ownership of customer issues until resolution • Perform minor testing of software and provide feedback • Analyze client firm workflow and processes to apply Caseware products • Maintain and update records of procedures and processes • Track issues using the internal ticket system • Document hardware and software changes and revisions

• Own the daily rhythm of Client Support — queue health monitoring and daily team standups • Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance • Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues • Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates • Handle Zendesk administration and monitor omnichannel routing functionality • Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions • Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations • Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations • Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack • Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery • Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning • Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require.