• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts. • Accurately enters claim data into our production systems while on a live phone call. • Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs. • Verifies customer insurance coverage and deductible amounts and communicates the information to the customer. • Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference. • Utilizes systems and resources provided to enhance the overall customer experience. • Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information. • Other duties assigned by leadership.

• Identify recruitment needs in collaboration with hiring managers and clients • Write and post job advertisements across various platforms • Source and approach qualified candidates • Conduct phone pre-screenings and interviews • Assess applications and prepare interview reports • Present top candidates to clients and hiring managers • Manage candidate follow-up throughout the recruitment process • Contribute to developing talent attraction strategies • Prepare hiring documents and handle administrative follow-up • Coordinate onboarding for new employees • Keep employee records and HR tools up to date • Maintain regular follow-up with clients to ensure their satisfaction • Assist in resolving specific situations involving employees or clients.

• Internal and external single point of contact for customers in the region • Financial responsibility for the reporting for the O&M financial actuals versus targets for the region • Management of Major Incidents & Problems through to resolution • Management of actions to reduce Incidents & Problems • Handover point between Project Delivery and Operational Maintenance in the region • Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract • Service expert/reference for senior management & customers of the region • Maintaining and updating a risks & opportunity analysis for each customer in the region • Take full responsibility for the Life Cycle management process for each customer • Take part in the CAB process for any changes taking place for customers in the region • Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company • Recognise the business impact of service quality issues and manage the resolution to customer • Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence • Manage the supply of any services delivered by 3rd parties within Operational Maintenance • Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary • Ensure stock and spares are being managed in line with account requirements • Ensure items returned for RMA are managed in line with the company policy • Work with the management team to develop and improve processes within the area and ensure process adherence within the team • Hold regular team meetings to ensure company communication reaches all staff within the team • Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team

Overview Grow your career with ibex — Remote Technical Support SpecialistInternet, WiFi, TV & Phone Connectivity (Work From Home) Are you the person friends and family call when their WiFi stops working? Do you enjoy diagnosing technical issues and helping people get back online quickly? ibex is seeking experienced, technically skilled professionals who can combine strong troubleshooting abilities with exceptional customer service. In this role, you’ll help customers resolve internet connectivity issues, optimize their home WiFi performance, and confidently guide them through solutions that keep their internet, TV, and phone services running smoothly. Responsibilities About the Role As a Technical Support Specialist, you will be the first line of support for customers experiencing internet, WiFi, TV, and phone connectivity issues. In this role, you will combine technical troubleshooting skills with outstanding customer service to diagnose and resolve problems related to WiFi networks, routers, modems, internet connectivity, digital TV services, and home phone systems. You’ll guide customers through step-by-step troubleshooting, identify root causes of technical issues, and deliver solutions that restore service quickly and effectively, all while creating a friendly and supportive experience for every customer interaction. We are currently offering a variety of shift options; our team supports customers 24/7. What You’ll Do - Provide technical support to customers via phone - Diagnose and troubleshoot internet connectivity, WiFi performance, TV service, and phone-related issues - Assist customers with modem, router, TV equipment, and phone service setup, configuration, and troubleshooting - Walk customers through step-by-step troubleshooting to resolve connectivity and service problems - Identify root causes of technical issues and recommend effective solutions - Escalate advanced technical issues when necessary while maintaining ownership of the customer experience - Educate customers on best practices to improve home WiFi performance, TV reliability, and phone service quality - Accurately document troubleshooting steps, solutions, and customer interactions in internal systems - Deliver friendly, patient, and professional support during every customer interaction Qualifications What You’ll Bring - Strong technical troubleshooting and analytical problem-solving skills - Working knowledge of home networking concepts including WiFi, routers, modems, internet connectivity, TV equipment, and VoIP or home phone systems - Ability to clearly explain technical concepts to non-technical customers - Strong communication, patience, and empathy when assisting customers - Ability to multitask and remain organized in a fast-paced support environment - A customer-first mindset—you enjoy solving problems and helping people stay connected Must Haves - Minimum 2 years of technical support, IT help desk, ISP support, or related experience required - 18+ years old - High school diploma or equivalent - Ability to work remotely from home in a quiet, distraction-free environment - Reliable high-speed internet connection This role is currently limited to candidates residing in: ArkansasFloridaGeorgiaIdahoIndianaKansasKentuckyLouisianaMichiganNorth CarolinaOhioOklahomaPennsylvaniaSouth CarolinaTennesseeTexasVirginiaWest VirginiaWisconsinWyoming Perks & Benefits - 401(k) plan - Health, dental, and vision insurance - Paid time off and referral bonuses - Hands-on, paid training and development Employee-exclusive benefits - Free T-Mobile service - Upward Child Care Assistance Program - ibex Perkspot discounts and more! If you enjoy solving technical problems and delivering exceptional service that keeps customers connected, apply today and grow your career with ibex from home!