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Job Description🍔🚀 Manager of Enterprise IT / Help Desk Location: San Diego, CA (Hybrid role must be based near the office) Team: Global IT & Cybersecurity Type: Full-Time At Tillster, we power the digital guest experience behind the world’s biggest restaurant brands — think ordering, loyalty, personalization, and more. We connect millions of people to their favorite food, wherever they are. If you've ever ordered tacos from your phone or earned points for that third coffee of the day — yeah, that might've been us. We're growing, and we’re looking for a Manager of Enterprise IT / Help Desk to help scale and support the internal systems that keep Tillster running smoothly across continents. You'll lead IT support, champion efficient workflows, and help shape a next-gen help desk experience for a global hybrid team.🎯 What You’ll Do 💻 Help Desk Leadership (40%) • Build and lead a small-but-mighty IT team across San Diego, Los Angeles and Portugal, • Be the friendly, technical face of IT to our internal teams, greet and assist Senior Leadership Team and visiting clients, • Triage, track, and tackle escalated help desk tickets like a pro, • Implement smart processes to make the team faster, friendlier, and more efficient, • Partner on network activities and rollouts across the organization, • Manage work assignments and commitments, meets deadlines, and effectively communicate the status of assigned tasks., • Ability to work as part of a larger team. Work across teams to ensure consistent processes are followed and cross functional projects are completed., • Maintain and enforce a ticketing system for requested work for oneself as well as team members. Handle escalated help desk requests and ensure timely resolutions, • Ability to proactively propose enhancements and process improvements for Help Desk and Enterprise IT. 📊 Project Management & Reporting (15%), • Plan and manage IT projects and internal initiatives, • Deliver clean documentation, clear communication, and concise reporting on critical data points related to IT, Vendor Management and Help Desk programs., • Coordinate meetings, timelines, and status updates — and keep everyone aligned, • Project manage team and associated project. Organize internal meetings and tasks., • Provides timely triage of technology issues that are owned by IT., • Document IT systems, procedures, and processes, • Conduct training for staff on tools and technology usage, • Manager of Enterprise IT will report to the Head of Cyber Security 🔐 Identity & Access Management (20%) • Oversee joiner/mover/leaver workflows and ensure least privilege access across the board, • Conduct periodic Active Directory and Exchange audits, • Partner with the Cybersecurity team to maintain compliance and awareness, • Oversee I&AM processes, which include automated processes., • Help conduct AD reviews on regular and adhoc basis., • Ensure new joiners, and PAN users have been provided appropriate (least privilege) access. 🛠️ Asset & Facilities Support (15%), • Support hardware, software, and network troubleshooting (Mac, Windows, Linux), • Maintain IT inventory and ensure systems are up to date and secure, • Support trade shows and our European kiosk lab team (yep, we do kiosks too), • Help deploy and decommission enterprise apps, • The Manager of Enterprise IT will be required to travel to at least one trade show, so as to learn about Tillster business operations and have first-hand knowledge in what his/her direct reports are involved., • Oversee and support the maintenance of servers, workstations, enterprise equipment, other endpoints, and networking infrastructure, • Oversee system upgrades, software rollouts, and routine maintenance, • Assist with new deployments / decommissions of Enterprise IT applications., • The Manager of Enterprise IT will be required to travel to at least one trade show, so as to learn about Tillster business operations and have first-hand knowledge in what his/her direct reports are involved., • Help provide guidance to kiosk team as it relates to Kiosk Labs 🧠 What You Bring, • 5+ years in IT support, infrastructure, data analytics, or help desk leadership, • Strong knowledge of:, • Microsoft 365, Google Workspace, JAMF, Intune, • Active Directory, scripting (Python, Java, PowerShell), • Mac, Windows, and Linux environments, • Experience managing ticketing systems and leading small teams, • Bonus points for CompTIA, Microsoft, or Cisco certifications, • Clear communication skills — technical or not, you keep it human, • Solid understanding of hardware, networking, operating systems, and common business applications, • Strong troubleshooting and interpersonal skill🚀 Traits That Make You Thrive Here, • You lead by doing — sleeves rolled up, no ego, • You're calm under pressure and curious by nature, • You enjoy tinkering with tech and tightening up systems, • You get real joy from solving problems and checking off a to-do list🌍 Perks & Why Tillster?, • Global team working at the cutting edge of food + tech, • Fast-paced, friendly environment with smart, humble teammates, • Hybrid flexibility in sunny San Diego 1. Recruiter interview with a Talent Acquisition Specialist, 2. Interview with Head, 3. Cyber Security Team Interview, 4. Final interview with our Head of Data Science and our Head of Sales and Account Management Making a Difference in the Tillster Way Our mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status. Compensation & Perks • Base Salary: $110,000–$140,000, • Benefits: Medical, dental, vision, FSA, EAP, and more, • Equity, • Time Off: 15 days PTO in year one, 22+ days after that, plus 10 paid holidays, • Retirement: 401(k) eligibility from Day 1, • Hybrid Role must be based in San Diego, • Local candidates preferred, • No visa sponsorship available, • Principals only, no agencies or cold calls plea About Tillster Headquartered in the USA, Tillster is the global leader in digital ordering and customer engagement solutions. For over a decade we have developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions. Our mission and passion are one in the same: Empower restaurants and consumers to engage and transact anywhere, anytime, and from any device - one consumer at a time, one order at a time, billions of times over. In doing so, together we are transforming e-commerce in restaurants and make the till grow for Tillster and our customers. Thriving at Tillster As a member of Tillster, you will embody our core values: • Put Customers First: Prioritize the needs and satisfaction of our customers in all decisions and actions appropriate to Tillster’s stage of development, resources, and stated goals., • Collaborate: Work together effectively, leveraging diverse perspectives to achieve common goals., • Innovate: Embrace creativity and pursue new ideas to drive progress and improvement., • Operate from Data: Use strong critical thinking skills to make informed decisions based on accurate and relevant data., • Drive Results: Focus on achieving tangible outcomes and delivering high performance., • Own It: Take responsibility for your actions and the success of your work. Follow us on: Tillster.com: Tillster Careers: LinkedIn: Tillster cares about the safety of all our employees—even those we’ve yet to hire RECRUITMENT FRAUD WARNING We want to help you stay safe during your job search. Tillster will never: • Request personal/financial information during recruitment, • Require payment or fees, • Ask for sensitive PII before a formal job offer, • Collect information via email or phone (only through secure channels) Powered by JazzHR C2y0NRwuw7

Job DescriptionDescriptionJob Title: Customer Services Representative Department: Operations - Member Services About the Role: Astrana is looking for a Customer Service Representative to join our fast and growing Dynamic team. What You'll Do • Answer all daily telephone calls from members, providers, health plans, insurance brokers, collection agents and hospitals, • Collect Elicit information from members/providers including the problem or concerns and provide general status information, • Verify authorization, claims, eligibility, and status only, • All calls carefully documented into Company’s customer service module & NMM Queue system, • Member/Provider Service/Representative assists Supervisor and Manager with other duties as assigned, • Member outreach communications via mail or telephone, • Assist Member appointment with providers, • Resolve walk-in member concerns, • Able to provide quality service to the customers, • Able to communicate effectively with customers in a professional and respectful manner, • Maintain strictest confidentiality at all times, • Specialist termination notifications sent to members, • Urgent Medicare Authorization Approval – Notification to Medicare members, • Transportation arrangement for Medicare & Medi-Cal members, • Outreach Project Assignments INBOUND CALLS:, • Member/Provider/Health Plan/Vendor/Hospital/Broker:, • All calls carefully documented into Company’s customer service module, • Annual Wellness Visit (AWV) – Gift card pick up and schedules, • Appointment of Representative (AOR) for Medicare Members, • Attorney / Third Party Vendor calls, • Authorization status/Modification/Redirection/CPT Code changes/Quantity adds/Explain Denied Auth/Peer to Peer calls/Extend expired auth/Pre-certified auth status/Retro/2ndor 3rd opinion/, • Conduct 3 way conference call to Health Plan with member, • Conference call with Providers – Appointments, DME,, • COVID – 19 related questions (Tests & Vaccines), • Direct Member Reimbursement (DMR), • Eligibility – Demographic changes: Address/Phone/Fax Changes/Name change, • Escalated calls from providers/members, • Health Diary Passport, • Health Source MSO – Assist & arrange inquiries on Eligibility/Change PCP/Benefit with AHMC, • HIPPA Consent – Obtain Member Consent verification, • Inquiries on provider network/provider rosters, • Lab locations, • Member & Provider Complaints/Grievances, • Member bills, • Miscellaneous calls, • Pharmacy – Drug/medication pick up and coverage, • Provide authorization status for Hospital /CM Dept, • Self-Referral Request for Medicare, • Return Mail, • Track Mail Packages/ Certified mail status, • Translations – Spanish / Chinese, • Urgent Care / locations/ operations hours OUTBOUND CALLS: Member/Provider/Health Plan/Vendor/Hospital/Broker:, • Assist Case Management on CCS – age in 21 years for change of PCP from Pediatrics to FP/IM, • Assist Marketing on email inquiries, • Assist PR/ Elig – Members assigned to wrong PCP/with no PCP status, • Assisted UM / Medical Directors on urgent member appointment from escalated cases, • Authorization status response call back, • Benefits – return call once information is obtained / verified, • Complaints/Grievances – return calls once resolution is obtained, • DME – Translation support in Spanish and Chinese to confirm item / appointment set up for DME department, • Eligibility – return call to providers/labs when member is added to system while waiting at the office., • Member bills – return calls once resolution is obtained, • Member Survey – Annually: every 4thquarter, • Outreach project from internals – QCIT, • Resolve walk in members concerns, • Specialist Termination notification sent to members, • Transportation arrangement for Medicare / Medi-Cal members, • Voice mail – return calls back to callers CONCIERGE SERVICES – ESSENTIALS DUTIES AND REQUIREMENTS:, • Assist to contact new members/IPA member transfer on new PCP assignment as needed, • Work group discussions on work status/progress on new member/IPA transfer, • Update call log and provide daily/weekly status as needed, • Facilitate members with complex pre-existing conditions, medications, PCP/SPC network reviews, • Conference call with PCP selection / change, • Help member to identify member bill status, connect provider with on billing and claim submission, • Responsible for experience of the membership associated with new member/IPA transfer, • Responsible for to interact with Health Plan’s Customer Service Team to serve new member/IPA transfer, • High School Diploma or GED, • Experience using Microsoft applications such as Word, Excel and Outlook, • Experience working in customer service, • One year related experience and/or training; or equivalent combination of education and experience, • You are fluent in Mandarin or CantoneseYou're a great for this role if:, • This is a remote role. The home office is aligned with your department at 9700 Flair Drive, El Monte, CA 91731, • This position will typically work Monday - Friday from 8:30am to 5:00pm PST., • The target pay range for this role is $20.00. This salary range represents national target range for this role.