Mpathic

Engineer

• Tier 2 SDEs support and manage the entire domain and understand all aspects of that process.
• T2 SDEs are responsible for providing technical assistance and support related to computer systems, hardware, and software to MITS customers and peers.
• The T2 SDE collaborates with other IT professionals in a remote Contact Center while supporting a variety of customer IT environments.
• Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, support and maintenance, upgrades, and configuration changes.

Tier 2 Networking Engineer

Field Engineer

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations
• Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments
• Operating System installation for Windows Servers and Desktop systems
• Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore
• Contribute to computer and network security using a variety of security-based software products and hardware appliances
• Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices
• Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers
• Resolve user-reported technical issues using available resources while following documented procedures and policies
• Explain computer and software operations to technical and non-technical users
• Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems)
• Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process
• Work with third party IT vendors, providing management and oversight
• Perform other duties as assigned

Desktop Support, Service Desk Engineer

Customer Success Manager

• Provide consistent, accurate and efficient processing of orders
• Actively communicate with Team and Families
• Follow coaching from manager to show consistent improvement in identified areas of opportunity.
• Perform other duties as assigned

ESA Customer Success Representative

Representative

• Uphold and integrate the customer’s Catholic and Christian identity to foster the teachings of the Church in all aspects of job performance.
• Strictly adhere to HIPAA guidelines, conducting rigorous identity verification before disclosing any protected health information.
• Verify member eligibility and gather necessary information to assist with member inquiry.
• Efficiently authenticate and respond to provider request regarding patient policy status, effective dates of coverage, benefits, claim status, and other inquiries.
• Inform members and providers on services requiring prior authorization and track the status of pending requests.
• Maintaining detailed, audit-ready logs of every call, chat, and email interaction, including clear notes on the specific resolution or next steps promised.
• Assist with producer support by performing regular DOI portal audits and checking Sircon credentials to verify active licensing status.
• Perform other duties as assigned.

Member Care Representative

Program Manager

• Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center.
• Support families', schools, and vendors in all areas of the WV Hope Scholarship.
• Provide exemplary customer support through phone and email response.
• Train to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more.

Customer Operations Support

• Provide consistent, accurate and efficient processing of orders
• Handle moderate volume of inbound calls from scholarship families
• Actively communicate with Team and Families
• Follow coaching from manager to show consistent improvement in identified areas of opportunity.
• Perform other duties as assigned

Customer Support

• Answer inbound calls and maintain professionalism with the caller while addressing their complaints and questions.
• Follow established work instructions and scripts for calls and documentation.
• Provide great customer service and actively manage one-on-one relationships with callers.

Tier 2 Networking Engineer

Desktop Support, Service Desk Engineer

ESA Customer Success Representative

Member Care Representative

Customer Operations Support

ESA Customer Success Representative

Customer Service Agent