Title: Service Support Specialist I Location: Montreal Quebec Canada Full time Remote The Service Support Specialist I provides high-quality technical support to current and prospective customers in a timely and professional manner. This role is responsible for supporting case resolution, troubleshooting technical issues, and collaborating cross-functionally to ensure high levels of customer satisfaction. As part of the Technical Services team at Thermo Fisher Scientific, you will play a critical, customer-facing role by diagnosing and resolving technical issues, supporting continuous improvement initiatives, and partnering closely with Logistics, Field Service, Field Applications, Quality, Marketing, and Sales teams. Your contributions directly support our mission to enable our customers to make the world healthier, cleaner, and safer. Location Canada Work Schedule - Standard business hours (Monday–Friday) - Occasional after-hours and weekend support required Work Environment - Remote Key Responsibilities - Provide responsive support via hotline/email/remote tools for routine to moderately complex issues, following SOPs and documented troubleshooting. - Diagnose and resolve common hardware/software/system operation issues; escalate advanced/network/LIS/LIMS or recurring systemic issues. - Own cases end-to-end with support from leads/SMEs as needed, meeting SLAs. - Document cases accurately; ensure high-quality case notes and proper complaint identification/routing. - Perform RCA for straightforward complaints, partnering with Level 2/QA on complex investigations. - Participate in customer calls when needed, typically with a lead/Level 2 on escalations. - Maintain product knowledge on core platforms; demonstrate progression by completing training, shadowing, and knowledge checks. - Support PPI by identifying trends, proposing KB updates, and suggesting process improvements (not necessarily leading projects). - Provide on-call/after-hours support after onboarding/certification milestones. Other Job Requirements - Demonstrated ability to build strong customer relationships and conduct effective technical discussions. - Ability to troubleshoot and resolve technical issues via phone, email, and virtual support tools. - Strong collaboration skills with the ability to work effectively in cross-functional team environments. Minimum Qualifications - Bachelor’s degree (BS or BA) in a biological science with relevant technical support experience, or an equivalent combination of education and experience. - 0–2 years relevant laboratory experience; Medical Technologist background preferred. - Immunoassay experience preferred. - Proficiency with Microsoft Office applications (Excel, Word, Outlook). - Ability to work independently with minimal supervision. - Strong problem-solving, organizational, and time-management skills. - Proficiency in French (written and verbal) required for Canada-based positions. - Ability to travel as needed to maintain field knowledge. - Demonstrated ability to learn and apply troubleshooting processes - Demonstrated ability to learn tools/workflows; strong customer communication fundamentals Proficiencies & Competencies - Customer Focus and Ownership - Technical Expertise - Cross-Functional Collaboration - Clear Communication and Documentation Accuracy - Continuous Improvement Mindset - Ability to work effectively in a regulated environment - Familiarity with LAN configurations and LIS connectivity (preferred) - Experience interfacing with Laboratory Information Management Systems (LIMS) (preferred) - Learning agility, coachability, process adherence, solid customer communication, accurate documentation, baseline technical troubleshooting.

Title: Service Support Specialist II Location: Remote California United States of America Full time Remote As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. The Service Support Specialist II provides high-quality technical support to current and prospective customers in a timely and professional manner. This role is responsible for supporting case resolution, troubleshooting technical issues, and collaborating cross-functionally to ensure high levels of customer satisfaction. As part of the Technical Services team at Thermo Fisher Scientific, you will play a critical, customer-facing role by diagnosing and resolving technical issues, supporting continuous improvement initiatives, and partnering closely with Logistics, Field Service, Field Applications, Quality, Marketing, and Sales teams. Your contributions directly support our mission to enable our customers to make the world healthier, cleaner, and safer. Location San Diego, California, United States Work Schedule - Standard business hours (Monday–Friday) - Occasional after-hours and weekend support required Key Responsibilities - Provide responsive support via hotline/email/remote tools following SOPs and documented troubleshooting. - Diagnose and resolve common hardware/software/system operation issues; escalate advanced/network/LIS/LIMS or recurring systemic issues. - Own cases end-to-end, meeting SLAs. - Document cases accurately; ensure high-quality case notes and proper complaint identification/routing. - Perform root cause analysis (RCA) for complaints, partnering with Level 2/QA when needed. - Facilitate customer calls. - Maintain product knowledge on core platforms; demonstrate progression by completing training, shadowing, and knowledge checks. - Support PPI by identifying trends, proposing KB updates, and suggesting process improvements (not necessarily leading projects). - Provide on-call/after-hours support after onboarding/certification milestones. Other Job Requirements - Demonstrated ability to build strong customer relationships and conduct effective technical discussions. - Ability to troubleshoot and resolve technical issues via phone, email, and virtual support tools. - Strong collaboration skills with the ability to work effectively in cross-functional team environments. Minimum Qualifications - Bachelor’s degree (BS or BA) in a biological science with relevant technical support experience, or an equivalent combination of education and experience. - 2-5+ years technical support experience (or strong laboratory experience; Medical Technologist background preferred.) - Immunoassay experience preferred. - Proficiency with Microsoft Office applications (Excel, Word, Outlook). - Ability to work independently with minimal supervision. - Strong problem-solving, organizational, and time-management skills. - Ability to travel as needed to maintain field knowledge. - Demonstrated ability to learn and apply troubleshooting processes. - Demonstrated ability to learn tools/workflows; strong customer communication fundamentals. Proficiencies & Competencies - Customer Focus and Ownership - Technical Expertise - Cross-Functional Collaboration - Clear Communication and Documentation Accuracy - Continuous Improvement Mindset - Ability to work effectively in a regulated environment - Familiarity with LAN configurations and LIS connectivity (preferred) - Experience interfacing with Laboratory Information Management Systems (LIMS) (preferred) - Learning agility, coachability, process adherence, solid customer communication, accurate documentation, baseline technical troubleshooting. - Handling ambiguity, escalation leadership, deep technical expertise, influencing cross-functional outcomes, mentoring/knowledge sharing, leading improvements/projects. Compensation and Benefits The salary range estimated for this position based in California is $59,400.00–$89,100.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes: - A choice of national medical and dental plans, and a national vision plan, including health incentive programs - Employee assistance and family support programs, including commuter benefits and tuition reimbursement - At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy - Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan - Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with drivers who are experiencing a breakdown.

At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we’re excited to continue expanding and leading the market with innovative products. We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact. This position is for an existing vacancy. We’re growing and looking for motivated, customer focused team members to join our Customer Support team! We believe customer support is about creating meaningful experiences, creative problem solving, and being the voice of our users. If you’re someone who loves tackling challenges, working closely with a tight knit team, and having opportunities for growth and development, we want to hear from you. As a Customer Support Representative, you'll be the frontline of our customer support efforts, providing assistance and resolving inquiries with professionalism and care. Your role is crucial in ensuring our customers receive prompt and effective support, contributing to their overall satisfaction and loyalty. You will continuously improve on the customer experience, working cross-functionally with our revenue, product, and engineering teams to deliver exceptional solutions. As a key part of our team, you’ll have the opportunity to make a real impact, ensuring our customers have a world class customer support experience. What You'll Do: - Deliver high-quality customer support primarily via live interactions on phone and chat channels. - Assist customers and internal teams with inquiries, troubleshoot complex issues, and provide solutions with a focus on providing exceptional service. - Continuously build deep product knowledge by staying current on our quickly evolving product features and enhancements. - Track and update support tickets and activities in our CRM. - Work closely with our Sales, Customer Success, Implementation, and Product teams to ensure an outstanding customer journey. - Bring innovation and creativity to the role with a balanced focus on both quality and efficiency. What You'll Bring: - 1 - 3 years of customer support experience. - Excellent communication and creative problem solving skills. - Experience interacting with a high daily volume of customers by phone, email, and chat. - Experience in a fast-paced startup environment is a big plus. - Experience with Zendesk is a plus. Who You Are: - You communicate with confidence and patience. - You're innovative and solution-oriented. - You're passionate about helping others. - You’re naturally curious and proactive about learning. - You’re energized by frequent product launches and enhancements. - You thrive in a fast-paced environment and seek growth opportunities. - You sweat the details. Work hours & Schedule: We value transparency about work expectations: - We’re looking to fill roles with start times of approximately 9 AM EST/6 AM PST to 12 PM EST/9 AM PST, with some flexibility based on team needs. - Holiday coverage is required as part of a rotating schedule. Partial weekend coverage may be requested based on team needs. - We provide schedules in advance, and flexibility is key to supporting our customers effectively. As a key part of our team, you’ll help us create a world-class support experience and ensure our customers feel heard, supported, and delighted every time they interact with us. If this sounds like you, we’d love for you to apply and grow with us! Compensation range: $60,000.00 - 65,000.00 CAD 🏠 What we offer (US + Canada) When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: 🏝️ Vacation/Paid Time Off: - 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2! - 1 Friday off per month (we call those our laundry days!) - Company wide paid shutdown for the week between Christmas and New Years - Flexible time off - 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada - RRSP/401k match - Generous Parental Leave policy 🤝 Perks: - We host an annual company retreat with great team building activities - Ample learning and development opportunities to continue growing your career - Home office setup stipend - Internet and phone allowance - Remote first culture - Weekly Friday paydays! 🤖 AI Notice At Roofr, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you. Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But when it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too. And don’t worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process. No bots, just good people ☺️ ⚠️ Important Notice We’ve been made aware of an individual impersonating Roofr using a fraudulent domain: roofrr.com (note the extra “r”). Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses, instant messaging platforms, or unsolicited calls. To ensure your application is legitimate, please apply directly through our official careers page: https://roofr.com/careers. If you receive any suspicious messages or have questions, reach out to us at talent@roofr.com. Your safety and security are important to us — thank you for your vigilance! Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.