Customer Support

• Responsible for proactively contacting leads, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business from remote geographic areas.
• Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) to ship process.
• Responsible for managing the insurance verification processes for Tandem Diabetes Care within an assigned region.
• Collects patient information data and documentation for rapid authorization of payment from the insured’s health insurance and government funded plans.
• Understands customers’ underlying needs or issues and provides information regarding products & services.
• Meets and exceeds monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills and product knowledge.
• Continuously work the pipeline of potential pump customers to meet or exceed department key performance indicators.
• Manage incoming queue calls. Must be flexible to interchange the inside sales and insurance verification responsibilities based on business need quarter to quarter.

Customer Sales Support Specialist, Bilingual – French/English

• Provide quality customer service and professional expert advice to clients
• Proactively conduct renewal reviews to ensure customer retention targets are met
• Handle outbound calls to existing clients for renewal review as necessary
• Liaison with insurers, building and maintaining relationships
• Administer, support and complete policy changes within our company partner’s portals and websites
• Review policies and make recommendations as required
• Adhere to the underwriting criteria set out by our broker partners
• Coordinate and follow up on client documents
• Respond to incoming calls and service customer needs
• Give claims advice to clients, report claims, follow up on claims

Customer Service Broker – Pipeline Collection

• Create a welcoming experience for every customer
• Provide product recommendations and cannabis education
• Operate the POS, handle payments, and issue receipts
• Restock shelves and support basic inventory tasks
• Ensure compliance with cannabis regulations, including ID verification

Customer Experience Representative

• Provides research computing support, computer system administration, network administration
• Develops project schedules including milestones, critical path, timelines, deliverables and reporting
• Coordinates tasks for projects and other strategic initiatives with stakeholders
• Analyzes, troubleshoots and tests highly complex systems
• Serves as a resource on specific issues to a group of specialists

Research Computing Support Specialist

• Ensure a timely, professional response to all customer inquiries by:
• - Defining customer requirements – delivery, product, price, product identification, order status, etc.
• - Providing quality quotes
• - Coordinating with suppliers as necessary
• - Sending out technical information when appropriate
• - Providing feedback regarding order & shipment status
• - Referring advanced technical inquiries to the appropriate personnel
• Efficient and timely entry of customer orders into order entry system by:
• - Developing a detailed knowledge of the order entry system
• - Focusing on details – ensuring correct price, product number, description, etc.
• - Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
• Provide superior customer service by:
• - Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
• - Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
• - Referring to others for technical recommendations as required
• - Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
• - Building customer relationships focusing on target accounts
• - Providing support for Level 1 technical calls
• - Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
• Assists the Outside Sales Teams by:
• - Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
• - Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
• - Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
• - Executing quotation follow-up as well as maintaining and updating sales quotation log
• Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
• Responsible for appropriate, timely and consistent self-development
• Other related duties which may be assigned from time to time

Bilingual Customer Service Representative

• Troubleshoot and resolve complex technical issues related to Amazon Connect, CloudWatch skills, NLU/IVR scripting and flow logic
• Skills-based routing Integration with other AWS services (e.g., S3, Lambda)
• Develop and maintain a deep understanding of Amazon Connect architecture and components
• Cloud-based contact center infrastructure and scalability
• Real-time analytics and reporting using Amazon Connect's built-in metrics
• Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to identify and escalate technical issues that require further investigation
• Lead in training sessions and knowledge sharing activities to enhance skills and expertise
• Define/Update Operations & Support Processes
• Onboard any new request/infrastructure to support
• Highly organized and able to multitask in a fast paced, dynamic environment

Senior Contact Center Support Specialist – Amazon Connect

• Independently design and develop cloud-native data pipelines on Google Cloud Platform (BigQuery, Dataflow, Cloud Storage, Cloud Composer, Pub/Sub) that ingest, process, and serve data from our enterprise data lake to power analytics across the organization
• Own end-to-end solution design from requirements gathering through production deployment, with architectural guidance from senior leads but final decision-making authority on technical approaches
• Collaborate with cross-functional partners—including AI engineers, BI analytics leads, and customer outcome teams—to translate business requirements into scalable technical solutions that move the needle on real business outcomes
• Build and optimize complex SQL queries and Python data processing applications that meet enterprise-grade standards for performance, quality, security, and accessibility
• Support the team in evaluating Google Cloud technology choices, testing solutions, and implementing best practices in development, security, and data governance
• Mentor junior engineers and contribute to the data engineering practice by applying modern Infrastructure as Code principles, documenting solutions, and sharing technical knowledge that elevates the team's capabilities
• Ensure production reliability by deploying, testing, and maintaining analytics pipelines with a commitment to high-quality service delivery for our internal and external customers

Senior Performance Analyst – Predictive Analytics, Customer Experience

• Deliver timely, friendly, and professional support to customers via phone and email
• Troubleshoot and resolve customer and partner issues in real time
• Escalate bugs or technical issues to the Customer Support leadership team as needed
• Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.
• Guide partners in the use of admin tools, FloHockey software, and general platform features
• Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues
• Maintain and update customer accounts, including subscriptions and billing, following department policies
• Meet or exceed all assigned individual and team performance metrics
• Collaborate with the Team Lead and/or Customer Support Manager to escalate processes that may require updates or changes
• Document process modifications for future reference and training
• Recommend workflow improvements to enhance efficiency
• Suggest strategies to improve response times and overall customer experience.

Customer Service Representative, French Bilingual

• Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
• Processing all orders received by phone, fax, or email according to order entry procedures with attention to accuracy and timelines
• Ensure Call Quality consistency with every customer contact according to established call quality behaviors
• Handle all inquiries requiring investigation, troubleshooting, and problem solving efficiently and professionally to provide resolution within 24 hours
• Communicate all pertinent client and situation information to colleagues to ensure everyone has all the current updates and information pertaining to a particular client situation
• Participate in all product training sessions including but not limited to attending webinars and seminars as required
• Increase education and awareness of products and educational services by pro-actively promoting featured products, special promotions, and educational services
• Ensure cross-selling and upselling at every opportunity according to individual and team goals
• Conduct outbound calls as required to ensure effective communication with client regarding issues and inquiries, as well as backorder updates, promotions, and special projects
• Interact and communicate with all other departments to ensure all clients’ needs are not just met, but are exceeded.
• Provide assistance to team-mates and colleagues as required

Customer Service Representative

• Respond to client queries across live chat, email, and phone promptly and professionally.
• Provide support to Chinese-speaking clients during Canada coverage hours.
• Deliver high-quality support during evening shift operations, ensuring service-level agreements and response-time targets are met.
• Support clients through account opening, verification, funding, and withdrawal processes.
• Help clients navigate MT4, MT5, and the MultiBank-Plus platform.
• Escalate complex or sensitive cases to the relevant internal team and follow through to resolution.
• Keep accurate records of client interactions and contribute to knowledge-base improvements.
• Follow all compliance, KYC, and data-protection requirements.

Customer Support Specialist

• Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns.
• Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
• Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution.
• Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers.
• Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines.
• Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms.
• Gather and relay customer feedback to relevant departments for continuous improvement of products and services.
• Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

Bilingual Customer Service Associate

• Respond to customer inquiries via phone, chat, and email, with a customer-focused mindset
• Maintain an in-depth knowledge of Article products and programs to assist customers with product inquiries and style input
• Prioritize the customer experience by taking opportunities to build meaningful connections with our customers; adapt your approach according to customer needs and motivations
• Assist customers through the pre-purchase journey
• Assist customers with processing order changes, exchanges, replacements, and returns requests with a sense of urgency
• Collaborate with internal teams (Logistics, Quality etc.) to ensure quick and effective resolution of customer issues
• Participate in special projects, task teams, and perform other duties as required

Customer Care Associate

• Lead the Cx function as a strategic, technology-enabled capability
• Evolve Cx toward e-commerce and agentic AI for superior customer experiences
• Contribute to Cloud, AI, and data strategy from an operations perspective
• Peer-level leadership with Product, R&D, and Engineered Solutions to influence product/platform decisions
• Direct senior teams (Support, Education, Field Devices)
• Foster a high-performance culture of accountability and collaboration
• Own Cx infrastructure (systems, tools, processes, data foundations)
• Improve e-commerce, support, and knowledge management systems
• Build robust data pipelines for AI; govern the Cx tech roadmap in alignment with R&D and Acuity Tech
• Lead global technical/customer support
• Deploy agentic AI to automate Tier-1/2 requests; re-architect support models to focus human experts on novel, complex issues
• Ensure global service consistency and reduce cost-to-serve
• Lead global education and technical documentation
• Scale training via digital platforms (AI tutoring, simulated commissioning, competency certification)
• Drive certification rates and knowledge depth while minimizing delivery costs
• Manage the third-party program, driving revenue and margin growth
• Act as executive liaison to Acuity’s CIO, ensuring technology alignment (Cloud, Data, Security)

Vice President, Customer Support

• Respond to inquiries via telephone, email, or chat on our products and services in an efficient, compliant, courteous, and professional manner
• Provide exceptional customer experience, take initiative to find creative solutions that make each customer’s experience feel personal
• Act as the primary contact with the client with respect to the resolution of problems and complaints with deep empathy and a solution-focused outlook
• Drive continuous improvement by identifying, suggesting and actively participating in process improvement
• Understand and apply department operating policies and procedures

• Provide fast, real-time support to homeowners and Pros
• Manage projects from intake through completion
• Maintain high standards in customer interactions
• Collaborate closely with internal teams

Customer Experience Coordinator

• Provide technical support related to Engineering applications and the environment they are hosted in.
• Responsible for maintenance of the environment including hardware upgrades, server patches, application updates/upgrades.
• Respond to configuration and customization needs of the engineering users.
• Provide administrative functions and end user support to the engineering community.
• Work with IS/IT in determining infrastructure and security requirements for engineering environment and associated applications/tools.
• Perform installation and configuration for new applications, and as required when upgrading applications.
• Work with engineers on determining requirements for tools, and perform customizations as required.
• Administer roles, user/group management, security/access for applications.
• Participate in corporate/group level engineering forums/working groups to understand future roadmaps into Engineering applications.

Engineering Application Support Specialist

• Serve as the subject matter expert for export and import operations, ensuring compliance with regulatory requirements and operational standards.
• Drive team performance to achieve and maintain quality service, and KPI targets while delivering an exceptional customer experience.
• Monitor customer feedback and survey results, implementing improvements to enhance customer satisfaction and service delivery.
• Identify process improvement opportunities and collaborate with Regional Customer Service and Business Systems teams to drive operational efficiency.
• Coach and develop team members through regular feedback, performance reviews, and development planning.
• Communicate and implement new business requirements, processes, policies, and procedures across the team.
• Provide operational leadership and support, assisting staff with complex issues, problem-solving, and decision-making.
• Ensure compliance with Hapag-Lloyd standards, policies, and local operating procedures.
• Identify training needs and ensure all required team training is completed, documented, and maintained.
• Support regional and global Customer Service projects, contributing to successful implementation and change management initiatives.
• Drive the adoption and utilization of Hapag-Lloyd products, services, and digital solutions.
• Collaborate with cross-functional teams to resolve operational challenges and improve service delivery.
• Manage customer escalations, ensuring timely resolution and effective relationship management.
• Perform additional duties and special projects as required to support business objectives.

Customer Service Manager

• Processing customer purchase orders
• Resolving order-related issues
• Handling internal and external customer inquiries
• Cross-referencing products and offering substitutes to increase revenue
• Expediting shipments and communication with suppliers, customers, and sales representatives
• Proactive interaction with outside sales force on pricing and other customer concerns
• Maintaining performance metrics such as schedule adherence, productivity standards and quality standards

• Respond to inbound calls and emails from program participants, contractors, and other stakeholders, providing accurate and helpful information about the program requirements.
• Meet key performance indicators (KPIs), including hold times and after-call wrap up time.
• Provide support with application reviews and other administrative tasks.
• Work regular full-time hours based on Pacific Standard Time.

Support Specialist I

• Deliver an exceptional consumer experience for luxury products
• Handle inbound consumer calls to troubleshoot and resolve product or technical issues
• Identify root causes of issues and communicate effective solutions, ensuring consumer satisfaction
• Utilize available technology to assist consumers in identifying products and providing technical guidance on installation
• Manage challenging or sensitive consumer situations with professionalism
• Meet performance standards related to call quality and productivity
• Document consumer details and troubleshooting steps accurately as per company protocols
• Perform additional duties or special assignments as needed to support team goals

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