• Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance, including timely, accurate, and comprehensive responses and resolutions. • Escalate cases as needed, helping Support agents and team leaders understand heightened sensitivities of particular clients and/or cases. • Take ownership of cases as needed. • Serve as project manager of difficult and high-priority customer needs, marshalling resources from Customer Success, Development, and Product to ensure organizational alignment and comprehensive solution delivery. • Take direction from a variety of CS leadership stakeholders, including senior Support leaders, VP of Enterprise Success, and Sr. VP of Customer Success. • Assess “big picture” understanding of client support needs, preferences, and pain points. • Meet monthly with customers to review open support cases and understand their top priorities. • Assist Support leadership in evaluating strategies and devising innovations to meet enterprise customer needs. • Help Customer Success leadership understand and deliver enterprise customer retention requirements. • Collaborate with members of CSM and Onboarding teams to ensure Customer Success strategic alignment. • Monitor new enterprise support initiatives and experiments to help CS leadership gauge effectiveness. • Be available to customers via personal phone and email inside and outside of business hours. • Other duties as assigned.

Role Description Correct payment errors on a post-processing basis, including: - Credits - Additional payments - Statistical adjustments - Recoupments - Correspondence - Patient or sponsor updates Must live within 45 miles of WPS Corporate Center Building (1717 W. Broadway) in Madison, WI 53713. How do I know this opportunity is right for me? If you: - Have processed adjustments according to TRICARE Policy by making an additional payment, reissue, or statistical adjustment. - Like to identify and credit refunds to correct claim history. - Can request recoupment of payments in accordance with TRICARE Policy and Operational Manual. - Enjoy responding to correspondence from internal and external customers. - Can coordinate benefits with commercial insurance, Medicare, and other plans. - Like to review computer generated and inventory reports to prioritize workflow. - Have reported aging inventory concerns or system issues to supervisor or unit coordinator. - Enjoy processing adjustments and credits with an understanding of TRICARE Encounter Data editing requirements. - Like to review claims to determine if processing is correct according to automated claims processing system’s methodology. - Have interpreted legal documents for payments involving judgments such as custodial or bankruptcy. - Enjoy making recommendations for process improvements. - Can complete Sponsor Patient Information Updates (SPIU) accordingly. Qualifications - U.S. Citizenship is required for this position due to Department of Defense restrictions. - High school diploma or equivalent. - 1 or more years recent TRICARE claims entry (claims support) or processing OR 2 or more years office experience involving account reconciliations and customer contact including bookkeeping, billing, or financial services. - Possess data entry and 10-key skills. - Ability to learn and apply TRICARE benefits, Policy, Operations Manual, and federal regulations. - Ability to learn TRICARE claims processing methodologies and systems in resolution of payment errors. - Ability to interpret legal documents and documents from primary insurance. Requirements - Wired (ethernet cable) internet connection from your router to your computer. - High speed cable or fiber internet. - Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection. Benefits - Bargaining Unit position. - Remote and hybrid work options available. - Performance bonus and/or merit increase opportunities. - 401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately). - Competitive paid time off. - Health insurance, dental insurance, and telehealth services start DAY 1. - Employee Resource Groups. - Professional and Leadership Development Programs. - Review additional benefits: WPS Careers .

• Serve as the highest-level technical support resource for underground Load & Haul equipment • Provide expert troubleshooting support for electrical, hydraulic, mechanical, drivetrain, and control system issues • Support major component failures, machine commissioning, corrective campaigns, warranty investigations, and fleet performance improvement initiatives • Assist field service teams and customers with complex diagnostics and root cause investigations • Analyze equipment failures, component life trends, machine health data, and maintenance practices • Develop corrective actions and reliability improvement programs to reduce downtime and total cost of ownership • Support implementation of condition monitoring, predictive maintenance, and digital fleet management solutions • Recommend operational and maintenance improvements that increase machine availability and productivity • Provide application expertise during equipment sales campaigns and project evaluations • Assist Account Managers with technical presentations, equipment recommendations, and value-based selling initiatives • Review technical specifications, operating requirements, and equipment configurations to ensure solution alignment with customer needs • Develop and deliver technical training programs for underground Load & Haul equipment • Create machine-specific training packages for service technicians, operators, trainers, and customer personnel • Mentor field service personnel and develop technical competency across the Sales Area • Lead technical readiness activities for new equipment introductions, upgrades, and product launches • Support large customer fleet deployments and project start-ups • Act as the primary technical interface between the Sales Area, Product Line, Engineering, Reliability, and Customer Support teams

Role Description As a Trilingual Customer Service Representative – Spanish-English-Portuguese working remote, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. Do you have a passion for helping others and giving them peace of mind? In this role, you’ll work to resolve the customer’s issues before escalating to the next level. Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one. During a Typical Day, You’ll: - Answer incoming communications from customers - Conduct research to provide answers for customers to resolve their issues Qualifications - Advanced Portuguese, English and Spanish written and spoken - Technical support knowledge - Ability to navigate through several web applications simultaneously (multitask) - Competency using Microsoft Windows - Remote position (only applicable for Ciudad de Mexico or State of Mexico) Benefits - Supportive of your career and professional development - An inclusive culture and community minded organization where giving back is encouraged - A global team of curious lifelong learners guided by our company values - Competitive performance bonus opportunities and benefits Company Description Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.