Title: Technical Support Representative I (Remote), 12-Week Temp 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 (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.

• Act as a key layer of support team • Communicate availability to IT Support Associates • Self-sufficient with proactive/reactive tickets • Resolve and escalate support tickets as needed • Review and action on Brightgauge dashboard KPIs • Develop knowledge of internal systems and client solutions • Provide training to IT Support Associates and new employees

Role Description The Automation Technical Specialist (ATS) primary job function is to serve as the subject matter expert and provide automation hardware solution implementation services located in large core clinical laboratories. - Implementation consists of leading a localized team of service specialists to provide on-site services to receive and accept the product shipment, transport to the laboratory location, assemble and test the automation solution prior to turning over the solution for the informatics implementation. - Utilize and develop consulting strategies and tools that will increase the automation solution strategies for long term customer partnership commitments. - This individual will apply their advanced technical automation, service, and analyzer knowledge to facilitate efficient and customer centric implementation services within the clinical core lab environment. - This individual will be the liaison between the customer, local field service, and ADD project manager during the implementation phase and will provide supplemental automation product training to the local field service team during the hardware implementation. - Must be able to multi-task and coordinate with a complex network of departments throughout all levels of an organization such as sales representatives, lab managers, project managers, construction contractors, facilities directors, internal and external vendors and contractors, and senior level management as needed. - Responsible for implementing and maintaining the effectiveness of the quality system. - Adheres to and promotes the Abbott Code of Business Conduct. - This position will provide subject matter expert level support to the local field service teams post implementation for any support escalations. - The Automation Technical Specialist will also be the subject matter expert for all new automation hardware product launches and/or instrument additions into existing automation sites and will train the local field service teams as needed for those new features. - Maintain fiscal responsibility and complete each year under expense plan with primary goal of exceeding each year’s work plan. Qualifications - Bachelor’s degree required with preferred areas in technical systems or related field. - Candidates must demonstrate strong knowledge of general automation systems, instruments, or product field service experience, and have demonstrated successful customer service performance. - Knowledge of regulations and standards affecting IVDs and Biologics. - Minimum of 2-5 years of formal instrument and/or automation field service experience is required. Requirements - Familiarity with laboratory workflow and operations preferred. - Experience with ADD's instrument systems is a strong plus. - Excellent communication, organization, project management, consulting knowledge, and attention to detail required. Benefits - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with high employer contribution. - Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Role Description The IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. They are responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. - Providing a high level of professionalism and customer service - Serving as first point of contact for end users seeking IT assistance - Supporting various technology and software such as: - Windows 10 - Microsoft Office products (Word, Excel, PowerPoint, Outlook) - Network connectivity - VPN connectivity - Citrix - Mobile Device Management - Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs - Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions - Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed - Walking end user through IT problem solving or workflow process - Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) - Identifying and escalating high-priority IT issues appropriately - Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues - Directing unresolved issues to the next level IT personnel - Maintaining and expanding knowledge of help desk procedures and services - Adhering to policies and procedures such as HIPAA and client notification expectations - Attending and participating in team meetings - Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested Qualifications - Excellent customer service and communication skills, written and verbal - 1+ years of IT Service Desk or IT Support experience required - General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management - ITIL training and/or experience desired - Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred - Proficient in English to support our clients’ needs. Spanish is a plus - Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills - Ability to apply problem solving skills across repetitive tasks - Ability to work nights and weekends, depending on assigned shift - Strong attention to detail and ability to organize - Must be able to work independently, as well as within a team environment - Must demonstrate and embody Nordic’s maxims Requirements - Ability to take on-call rotations outside of core business hours, including nights and weekends - Ability to travel up to 5% of the time Benefits - Nordic is an equal opportunity employer. - We are committed to creating an inclusive environment for all employees and applicants. - We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. - We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.