• Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators) • Collaborate with internal partners effectively (Sales, Product, Lab, Billing and Operations) • Effectively manage orders through the review reports and/or dashboards • Provide support case resolution for assigned orders with accuracy and attention to detail • Understand and utilize information from pathology reports and other relevant clinical documents to support the order process • Maintain consistent documentation every day and follow standard operating procedures (SOPs) • Balance workload while meeting responsiveness and resolution benchmarks • Identify and communicate opportunities for workflow or experience improvements • Approach every interaction with empathy, patience, and a genuine focus on the customer experience • Communicate clearly and respectfully, both in writing and verbally • Actively listen and tailor responses to different customer profiles and needs • Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution • Embrace change and remain resilient in a dynamic startup environment • Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment • Conflict resolution oriented and highly effective at overcoming obstacles • Seek constructive feedback and apply learning to improve performance