I. Job Summary The Builder's Direct Desk Agent provides customer service for the construction department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, sells small contractors, manages all contractor service needs and provides outside sales rep support. This position is remote however the employee must reside in the Four Corners Market Area (UT, NM, CO or AZ) based on business need. II. Essential Duties and Responsibilities - Fields incoming calls for the construction department. - Acts as lead contact for and liaison to construction customers and operations. - Works to understand customers’ needs, issues and requests. - Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues. - Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups and other customer-related issues. - Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty. - Provides information and education to customers regarding service options, charges and billing questions. - Other duties as assigned. III. Qualifications (Must live and work in the U.S.) A. Required Qualifications - High School Diploma or G.E.D (accredited). - Two years of customer service experience (in addition to education requirements) B. Preferred Qualifications - Prior experience in a high-volume call center environment. IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. - Repetitive Motions, Eye/Hand/Foot Coordination, Sitting, Talking and Hearing This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. The expected base pay range for this position across the U.S. is $22.84/hour - $26.68/hour. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay. V. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click Apply. ABOUT WM WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com. Equal Employment Opportunity For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation. Real ID In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative. What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.

Role Description We are seeking a skilled IT Support Technician (Level 2) to join a fast-paced professional services team. In this role, you will handle escalated technical issues, support infrastructure environments, and collaborate on IT projects. This is a great opportunity for someone with MSP experience who enjoys problem-solving and working across modern cloud and network environments. - Handle escalated service tickets from Level 1 technicians - Troubleshoot issues across Windows Server, Microsoft 365, Entra ID, Azure, and networking environments - Support Azure Virtual Desktop environments, including host pools and session hosts - Assist with infrastructure projects, migrations, and deployments under Level 3 guidance - Execute project-related tasks following documented runbooks and playbooks - Deploy cybersecurity tools and maintain baseline configurations - Document all work, solutions, and processes for knowledge sharing and ongoing support Qualifications - Strong experience with Windows Server (Active Directory, GPO, DNS, DHCP) - Proficiency in Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) - Experience with Entra ID (Conditional Access, MFA) - Basic administration knowledge of Microsoft Azure - Hands-on experience with Azure Virtual Desktop (AVD) environments - Solid networking knowledge (firewalls, VPNs, VLANs, Meraki) - Experience with tools such as ConnectWise Manage, Hudu, ImmyBot, and NinjaOne - MSP (Managed Service Provider) experience strongly preferred - Strong troubleshooting and problem-solving skills - Ability to follow structured workflows, runbooks, and documentation standards Requirements - Schedule: Monday through Friday, 8:00 AM to 5:00 PM (GMT -5-00) Eastern Time (US & Canada), Bogota, Lima - Fully remote work environment - Stable, long-term collaboration - Clear scope of responsibilities and structured workflows - Training and onboarding support - Opportunity to work with international teams - Exposure to modern tools and professional processes - Supportive and collaborative work culture - Opportunity for skill development and career growth

We are looking for a proactive and detail-oriented IT Support Technician (Level 1) to join a growing professional services team. In this role, you will be the first point of contact for technical issues, providing timely support and ensuring a smooth helpdesk experience. This is an excellent opportunity for someone looking to build a solid foundation in IT support within a structured environment. Duties / Task to perform - Monitor and respond to incoming support tickets via chat and email - Perform initial triage, categorization, and prioritization of all tickets - Resolve basic technical issues, including: password resets, MFA troubleshooting, new user setup and offboarding, login and basic application issues - Perform remote troubleshooting using provided tools - Follow internal SOPs and workflows for issue resolution - Escalate unresolved issues within 30 minutes to Level 2 support - Document all actions taken, including troubleshooting steps and outcomes - Maintain accurate and up-to-date ticket statuses and notes

We are looking for a proactive and detail-oriented IT Support Technician (Level 1) to join a growing professional services team. In this role, you will be the first point of contact for technical issues, providing timely support and ensuring a smooth helpdesk experience. This is an excellent opportunity for someone looking to build a solid foundation in IT support within a structured environment. Duties / Task to perform - Monitor and respond to incoming support tickets via chat and email - Perform initial triage, categorization, and prioritization of all tickets - Resolve basic technical issues, including: password resets, MFA troubleshooting, new user setup and offboarding, login and basic application issues - Perform remote troubleshooting using provided tools - Follow internal SOPs and workflows for issue resolution - Escalate unresolved issues within 30 minutes to Level 2 support - Document all actions taken, including troubleshooting steps and outcomes - Maintain accurate and up-to-date ticket statuses and notes