• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce. • Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs. • Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation. • Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence. • Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert. • Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD. • Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams. • Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams. • Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence. • Adhere to customers’ preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement

As a Senior Administrator - Customer Care you will be responsible for completing administrative daily tasks for assigned large and/or complex location in accordance with established levels of service, productivity, and quality, while servicing our customer at the most economical cost. Responsibilities: - Performs daily required administrative functions in accordance to written process maps. - Interacts with and supports Sales and Sales Management including updating and generating reports, reconciling daily transactions, and assisting in providing customer service. - Performs timely and accurate completion of branch audit and compliance steps per established guidelines. - Maintains high level of organization of tasks between assigned branches. - Works with management to continually look at opportunities for further process improvement in the location. - Documents and submits individual task KPI data used for process improvement. - Assists Customer Care Manager in development and training of employees. - Researches tax and freight charges and runs credit memo when appropriate. - Works with Financial Services to clear claims. - Adds new customers into WESNET and PACT and runs WESNET user branch security reports. - Performs basic accounting duties such as light accounts receivables and payables and invoice approval preparation. - Completes various branch reports such as tax reports and wesnet security reports. Qualifications: - High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) preferred - Administrative experience - Ability to multi-task - Strong verbal and written communication skills - Strong computer skills, including in Microsoft Office - Ability to work in a team environment - Attention to detail - Knowledge of WESCO policies, systems and procedure concerning purchasing, inventory, quality and administration preferred - Ability to travel 0-25% of time This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements. For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan. In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here. At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. ​ Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive. ​ Learn more about Working at Wesco here and apply online today!​ Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.​ Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.​ Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. This posting is for a current, active vacancy intended for immediate hire.

• Deliver outstanding customer support via emails and social media; • Escalate complex issues to engineers as needed; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI

Role Description The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position. - Demonstrates ability to work in accordance with the SaviLinx Guiding Principles. - Coordinates claims electronically and via telephone both in English and Spanish. - Handles eligibility inquiries both in English and Spanish and all lines of business. - Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality. - Ensures first call resolution through problem solving and effective call/email/chat handling. - Meets demands for privacy, confidentiality, precision. - Documents all customer information, communications in Customer Relationship Management (CRM) system. - Maintains a working knowledge of our clients’ requirements using a Knowledge Base. - Provides mentoring, training, and development to other CSRs as needed. Qualifications - 2+ years of college preferred. - 2+ years of contact center experience preferred. - High school diploma or equivalent required. - 18 years of age or older. - Time management skills and the ability to work independently are essential for this role. - Excellent organizational, written and oral communication skills both in English and Spanish. - Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer. - Customer service oriented (empathetic, responsive, patient, and conscientious). - Must have experience with maneuvering electronic data between various environments. - College degree preferred. Requirements - This position requires full, flexible availability, although will generally be M-F 8-5. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Equal Employment Opportunity SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.