• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals. • Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution. • Develop and enforce call center policies and procedures aligned with corporate objectives. • Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed. • Lead special projects to enhance customer experience and drive process improvements. • Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements. • Collaborate with other departments to ensure seamless information sharing and resolve customer issues. • Identify areas for process and system improvements, driving efficiencies in handling technical support issues. • Create and maintain knowledge base articles and technical documentation for use by the team and end-users. • Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed. • Other duties as assigned.

Role Description As a Technical Support Software Engineer, you will serve as the Level 1 (L1) support and primary point of contact for customers using Derq’s hardware, software, and connected roadside systems. You will triage incoming support tickets, independently resolve common issues, and escalate more complex cases to L2 and L3 (Engineering) teams with clear and thorough documentation. You will operate in a fast‑paced environment where end users are city engineers and transportation officials, requiring strong technical communication, structured troubleshooting, and a high standard of reliability. Key Responsibilities - Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines. - Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems. - Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations). - Troubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics. - Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes. - Monitor system health dashboards and proactively flag anomalies before customers report them. - Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details. - Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness. - Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer‑facing FAQs. - Maintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution. Qualifications - Bachelor’s degree in Computer Science, IT, Engineering, or a related field. - 1–3+ years of experience in technical support, help desk, NOC, or operations roles. - Hands‑on experience with Linux/Ubuntu and basic command‑line usage. - Working knowledge of server, application, and basic database troubleshooting. - Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH). - Experience analyzing logs and performing system diagnostics. - Basic scripting or automation skills (Python, Bash, or Node.js). - Experience with ticketing systems such as Zendesk or Jira. - Experience supporting SaaS platforms and/or IoT devices. - Exposure to IP cameras or networked hardware is a plus. - Strong problem‑solving skills and attention to detail. - Ability to follow and improve troubleshooting runbooks and documentation. - Clear written and verbal communication skills in English. - Calm and methodical when handling production incidents. - Ability to participate in on‑call rotations with reliable internet and power.

Title: Technical Support Representative I (Remote), Temporary Location: United States Job Description: HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team! HME is currently looking for a Technical Support Representative, Temporary, 100% remote, for our call center. The Call Center is open Monday through Friday from 5 AM to 7PM and Saturday through Sunday from 7 AM to 3:30 PM/PST. Candidates must be willing to work a flexible 40-hour work week, and reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role. What you will do in the position: - Answer incoming calls from customers and installers - Provide operation, troubleshooting, maintenance, and installation support - Promote and maintain positive customer relations - Provide troubleshooting and repair support to installers and customers over the telephone - Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities - Administer service programs to effectively correct service issues - Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting - Prepare and maintains daily logs and records - Identify and makes recommendations for product improvement - Training will be provided What you will need to succeed in this position: - Prior customer service and/or troubleshooting experience in a call center or office environment is preferred (minimum of 12 months) - Excellent verbal and written communication - Proven excellent attendance history in your previous employment - Computer literacy in various applications including e-mail, MS Office Suite, and customer databases - Must have flexibility with shifts, including weekend coverage Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. At HME you will have the opportunity to learn and grow while developing our future products. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job. The employee must regularly lift and move up to 10 pounds.

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. As a Remote Service Desk Support Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Service Desk experience. Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today. Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else. What you'll do Responsibilities: - Deliver a friendly and high-quality On-call and Service Desk experience to our clients - Communicate with end users either via phone, email, or live chat as required - Available remotely 5 days/week for regular shift coverage - Available to support shift work, as well as additional shifts as outlined for afterhours coverage as specified by client contracts and requirements - Provide effective troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, Virtual Desktop Infrastructure, smartphones/tablets, end user applications, enterprise applications - Addressing user issues related to Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, OneDrive, Microsoft Entra ID and other M365 applications) - Contribute to team innovation through ideas for process improvement and efficiency - Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements - Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow) - Participate in projects and other initiatives as requested by your supervisor - Build relationships with customers - Maintain a positive and collaborative attitude with all coworkers and customers - Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays What you need to succeed Must-have - Bilingual (English & Canadian French) - Exceptional customer service and interpersonal skills, with a focus on rapport-building - Experience in supporting end users in a technology/service desk role - 2+ years of Service Desk or other End User Support operations experience - Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support - In-depth knowledge of M365 services such as Exchange Online, SharePoint, OneDrive, Teams, Microsoft Entra ID and other M365 applications. - In-depth knowledge of Virtual Desktop Infrastructure - Ability to clearly communicate in verbal and written formats - Proven analytical and problem-solving abilities - Ability to effectively prioritize and execute tasks in a fast-paced environment - Experience working in a team-oriented, collaborative environment - Ability to get up to speed with the organization quickly - Ability to remain calm in a fast-paced work environment - Diligence to adhere with pre-defined Service Level Agreements - Ability to obtain and maintain Canadian Security Clearance - Ability to work outside regular business hours is required Nice-to-have - Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications CDW is committed to being an AI-fluent organization We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. About Us CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.