• Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone, ensuring prompt, professional, and customer-focused responses across all channels. • Answer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately. • Troubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation. • Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system. • Identify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation. • Guide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience. • Maintain strong product knowledge and stay current on updates, features, and known issues. • Collaborate with internal teams to ensure alignment and timely resolution of customer concerns. • Contribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service. • Support team performance during high-volume periods while maintaining service level expectations. • Follow support processes and identify opportunities for improvement, raising suggestions to leadership.

Title: Technical Support Representative I (Remote), 12-Week Temp Location: Carlsbad, CA 92010, USA Arizona, USA Austin, TX 78701, USA Missouri, USA Florida, USA 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 (12 weeks), 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. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions. 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.

Technical Support Administrator USA Remote & Travel Full time R7084 Who we are With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility. What we need  Symbotic is seeking a Technical Support Administrator who will play a hands-on role in proper operations of the Symbotic system at our customer sites. The qualified candidate will be responsible for receiving, prioritizing, documenting and actively resolving or escalating end user help requests & issues. The candidate will also assist in problem resolution that is involved with the overall operation.  We are currently looking for Technical Support Administrators that are available to work the following shifts (EST): Weekend Mid: Friday - Monday 12pm - 10 pm EST Weekday Night: Monday - Thursday 8 pm - 6 am EST What we do     The Technical Support Team is part of the Service Operations Organization which is responsible for our system stand-up inside our client’s sites. The Deployment, Implementation and Operations organization drives our new system from ground-breaking to a fully operational robotic material handling system.  What you’ll do  - Field incoming help requests from end users through a variety of avenues such as: telephone, email, instant messaging as well as Cases via Online CRM.   - Manage and triage the disposition of all site network tickets within Jira and create “Top-List” focal points while ensuring prioritization & resolution.  - Ability to effectively prioritize and execute tasks in a high-pressure environment.  - Perform post-resolution follow-ups to help requests & update tickets with updates and status.  - Perform ongoing activities such as monitoring the site infrastructure & overall health.   - Identify and learn appropriate software and hardware used and supported by the organization.   - Provide on-call support coverage for customers; while providing strong service orientation communication for both internal and external customers.   - Ability to develop organized timelines based off chat transcripts and group calls.  - Experience with application and hardware support either in the office or in the field or both.  - Travel requirement 10%.  What you’ll need  - Associate degree; or bachelor's degree preferred.  - Bring a minimum of 2 years' experience in trouble shooting & customer service environment.  - Experience working with an enterprise level ticketing system e.g. JIRA; Knowledge of Active Directory concepts.  - Solid core competencies using Microsoft Office.  - Knowledge of using SQL with ability to create and/or modify SQL scripts.  - Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills.    - Knowledge of command line and environment variables. (Linux++).    - Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.   - Knowledge of VMWare or other server/desktop virtualization platforms and management.   - Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics.   Our Environment  - Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.  - The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.  #LI-Remote The base range for this position in the posted location is $25.96 - $35.96 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.

• Respond to, triage, and resolve incidents and service requests across supported AWS environments. • Own incidents end-to-end, from initial alert or client report through resolution and closure. • Diagnose root cause issues, not just symptoms, and implement sustainable fixes. • Communicate clearly and professionally with internal teams and clients throughout incident lifecycles. • Escalate complex or high-risk issues appropriately to Incident Management or Development teams. • Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation. • Investigate and remediate alerts generated via CloudWatch and other monitoring tools. • Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful, actionable, and timely. • Perform routine health checks and platform reviews to identify risks before they impact clients. • Execute approved configuration changes, fixes, and enhancements in support of incident resolution or client requests. • Create and manage change tickets in alignment with internal change management processes. • Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review. • Support platform growth through implementation of new features, integrations, or AWS services. • Document incidents, resolutions, and changes thoroughly in ServiceNow. • Contribute to and maintain troubleshooting guides, runbooks, and operational documentation. • Participate in post-incident reviews and root cause analyses. • Apply lessons learned to improve monitoring, processes, and platform resilience over time. • Act as a trusted technical partner to clients during incidents and operational discussions. • Collaborate effectively with TAMs to support client health, stability, and satisfaction. • Work closely with Developers to identify recurring issues that may benefit from automation or code changes. • Uphold professional, calm, and customer-focused communication standards in all interactions.