Role Description Collette is currently seeking Client Care Agents to join our Client Care Team. This is a remote role. Preference will be given to Pacific Standard Time candidates. In this role as a Client Care Agent, we want our customers to rave about their customer service experience. You'll join our team to not only deliver the best customer service in the travel industry, but the best customer service. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. You like working with people. You are someone who can delight with promptness, thoroughness, accuracy and maybe an occasional pun or two. This is your chance to join a team dedicated to helping our guests fulfill their dreams of exploring the world! This role is no small opportunity - it is a VITAL piece to the success of Collette as a company. Join us on our mission to enhance life’s journey by creating extraordinary travel experiences. Primary Functions: - Provide an exceptional level of service for the needs of Collette’s guests in an inbound and outbound call center. - Successfully build professional relationships with guests, travel agents, and partners while optimizing the customer experience. - Educate guests on product offerings, the advantages of traveling with Collette, and the offers and upgrades available to them. - Process and review all customer requests accurately and efficiently. - Complete thorough reservations within our booking system with tremendous attention to detail. - Review and complete operational reservation notations, which require action by the Client Care Center. - Collaborate with the sales team on customer requests and expectations as well as multiple internal departments to provide guest satisfaction. - All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material. - Ability to work regularly scheduled shifts within our hours of operations including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and/or weekends, as needed. Qualifications - Team player - we win as a team. - Enjoys being on the phone interacting with customers. - Must be a self-starter and self-learner. - An excellent communicator. - Strong computer skills are necessary, and a working knowledge of CRM management, Microsoft Excel, Outlook, and Word is ideal. - Strong attention to detail with an ability to organize and prioritize day to day activities in a fast-paced, fun environment. - Proactively look for ways to improve internal processes. - Flexibility to customize approach to meet all types of member communication styles and personalities. - Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience. - Willingness to work hard and have fun doing it! - Bilingual speaking a plus. Compensation & Benefits We believe in taking care of our team—inside and outside of work. The pay range for this position is $17- $20 per hour. What We Offer: - Health & Wellness: Group Health, and Dental Insurance—plus a Peloton One Membership to keep you moving. - Time Off: Generous PTO, paid holidays, and your birthday! - Volunteer Time: Paid hours to give back to causes you care about. - Financial Security: Group RRSP with company match. - Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program. - Career Growth: Tuition reimbursement to help you level up your skills. - Exclusive travel discounts, incentives and more!

• Protect system uptime in mission-critical environments • Mitigate financial exposure and warranty risk • Safeguard customer relationships and brand equity • Interpret wiring diagrams, sequence of operation, and mechanical schematics • Guide technicians toward safe, code-compliant, and performance-driven solutions • Communicate with authority during high-pressure field events • Document technical findings to improve organizational learning

Role Description As an Associate Technical Support Analyst, you will have general knowledge of networking environments for the support of computer systems and end user incident/problem resolution. You will resolve moderately complex issues regarding operations, up to and including installations, set up, error messages, status of system(s) and downtime procedures. Your ability to effectively prioritize and execute tasks in a high pressure environment will enable you to successfully complete the following tasks: - Provide technical support Monday - Friday from 10:30 AM - 7:30 PM plus every 5th Saturday from 8:00 AM - 2:00 PM. - Answer incoming technical support calls regarding both hardware and software, including but not limited to desktop operating systems, office suites, e-mail systems, and other daily used company-wide technology devices and software. - Properly route high priority calls to the proper department that supports the specific group for troubleshooting and resolution, including but not limited to Network Services, Server Support, Application Support, and Production Support. - Provide coordination for more complex support calls, ensuring that the customer is always informed of the latest information regarding the call. - Keep other analysts as well as the TSC supervisor abreast of any updated information. - Re-set user passwords for all systems within the organization as necessary. - Install, configure and administer computer hardware and software. - Work with manager to analyze system requirements and existing business processes. - Respond for diagnosis of interrupted processes and inefficient processes. - Be assigned to and work on special projects in branch and department locations including branch closures, new branches, remodels, relocations, mass equipment refreshes and similar. - Analyze and take corrective action for computer hardware and software to resolve technical and schedule issues. - Provide support during non-standard business hours, which include early mornings, evenings, weekends and holidays in required circumstances and may require branch visit trips. Qualifications - High School diploma or general education degree (GED). - A minimum of two years' experience and/or training or equivalent combination of education and experience. - A minimum of one year experience as a support specialist, systems administrator or computer technician. - Basic knowledge of Windows Operating systems and desktop software. - General knowledge of networking environments. - Proven ability to work in a team-oriented, collaborative environment. - Takes direction and completes work in an accurate and timely manner. - Ability to effectively prioritize and execute tasks in a high pressure environment. - Strong customer service and organizational skills. Compensation Disclosure The range for this role takes into account many factors that First Bank considers when making hiring decisions, including but not limited to prior experience, skill set, training, and other internal business and organizational factors. First Bank generally does not hire at or near the top of the stated range. The range is driven by the geographic location of the anticipated hiring location; however, the specific range may vary depending on the geographic location for remote positions. Compensation decisions depend on the specific facts and circumstances of each hiring instance. A reasonable estimate of the current pay range is $21.33 - $27.00.

Role Description - Inbound Telephone Support - Perform telephone support as scheduled. - Ensure that customer questions are answered completely in a professional, caring, and responsive manner. - Complete commitments to perform research and follow-up. - Resolve open issues and log each contact, including information and resolution achieved, in the appropriate ticketing system. - E-mail & Chat Support - Perform as scheduled. - Answer and complete all assigned messages or contacts. - Ensure that all customer questions and issues are addressed in the reply. - Properly enter customer information and resolution in the appropriate ticketing system. - Skill Improvement - Continually strive to improve cognitive and customer service skills necessary to perform the job. - Achieve proficiency with supported products. - Demonstrate problem-solving ability and excellent verbal and written communication skills. - Read, review, and understand support resources provided by the contact center and its clients. - Attend all training classes and complete any assigned exercises. - Assist and educate customers with inquiries related to: - Software and hardware - Account management - Installation - Best practices - Focus on quality and customer satisfaction. - Clear and thorough documentation of customer interactions required. - Support inquiries include questions related to: - Hardware - Software - Wireless communications - OTAP (Over-the-Air-Programming) - Account management (billing) - Upgrades - Online orders - Industry events - Willing to fiercely advocate on behalf of and represent the Voice of the Customer. - Research and prepare detailed escalations to second level support. - Review, manage, and follow up on open issues as needed. - Project work that includes long and short-term initiatives. Qualifications - High school or equivalent. Requirements - Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors, and business contacts in a professional and courteous manner. - Excellent written and oral communication skills, including strong listening skills. - Intermediate to advanced computer skills with emphasis on Internet knowledge. - 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite. - Experience working in a customer Support Center. - Experience working with Mobile Communications. - Experience working with Transportation. - Accounting or accounts receivable experience is a huge plus. - Must exhibit dependability, adaptability, and flexibility. - Ability to diagnose and troubleshoot issues. - Basic math skills. - Creative thinking and reasoning ability. Benefits - Opportunities for professional growth, development, and advancement within the organization. - 100% remote working employment model. - Shift differential pay applied to evening and weekend shifts. - Comprehensive training on hardware and software applications for qualified applicants. - Knowledge and experience relating to basic computer applications. - Competitive compensation and full benefits package for full-time employees. - Health, Dental, Vision, and Life Insurance Plans, 401K, and PTO.