Role Description Wunderlich-Malec Engineering is seeking a part-time IT Helpdesk Support Specialist for weekend shifts. This position allows for remote work and involves a variety of duties aimed at supporting operational needs and personal technology devices/equipment. - Accept initial IT support requests, prioritize, diagnose, and drive resolution independently or with assistance from Wunderlich-Malec Field Support. - Attempt to resolve most support requests upon first contact with the user. - Participate in the evaluation, development, and implementation of technology standards, equipment, and procedures. - Assist in the development and maintenance of standard desktop, laptop, and virtual desktop images. - Participate in new hardware and software rollouts. - Provide tools, training, or resources to help employees utilize technology effectively. - Maintain IT hardware, perform small hardware repairs, and manage inventory of spare parts. - Support mobile device technology service requests and manage Microsoft Intune system for phones and tablets. - Allocate/purchase new and used devices as requested and approved. - Participate in companywide initiatives or projects related to technology, equipment, or services. - Administer user management controls over company software systems. - Other duties as assigned. Qualifications - Three to five years of IT experience providing user support service in a complex business environment. - Two+ years experience in Windows 10, Office 365, and Apple iOS. - Basic understanding of networking and DNS. - Good understanding of computer systems, mobile devices, and other tech products. - Proven technical skills for diagnosing and troubleshooting applications, operating systems, and hardware problems. - Ability to clearly communicate technical concepts to technical and non-technical audiences. - Strong time and priority management skills with minimal supervision. - Willingness to travel to all LSC locations, business functions, and training as needed. - Additional certifications in Microsoft, Cisco, or similar technologies are a plus. Requirements - Seeing, color perception, hearing, clear speech, dexterity in hands, driving, ability to travel distances, climbing, pushing and pulling, and ability to mount and dismount equipment. Benefits - Medical - Dental - Vision - Basic and Supplemental Life and AD&D - Long Term Disability - Voluntary Short Term Disability - Healthcare & Dependent Care Flexible Spending Accounts - Health Savings Account - Paid Time Off (PTO) - Paid Holidays - Tuition Reimbursement - Referral Bonus Program - 401(k)/Profit Sharing - 100% ESOP (Employee Stock Ownership Plan) - Employee Assistance Program - Will Preparation Resources - Worldwide Travel Assistance Salary Range The expected pay range is $23 - $31/hour based on experience and qualifications, plus a discretionary bonus and employee stock program.

Role Description Join our amazing company and start your career in Self-Storage today! The Customer Experience Representative (CXR) is a Full-Time position that will report directly to the Contact Center Manager. This individual will play an integral role in executing the overall growth and customer service strategy of Trojan Storage. This position will be the front line for new customers rentals as well as handling a variety of customer issues utilizing phone, SMS, chat, and email. The CXR must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping customers and driving satisfaction. Your Responsibilities - Customer Experience: - Delight customers through multichannel communications including phone, email, chat, and video. - Become proficient in self-storage operations delivering empathetic communications to all our customers practicing First Contact Resolution (FCR). - Handle and mitigate customer complaints with effective communication and proper documentation. - Sales: - Achieve sales metrics on new rentals, leads, and conversion rates through inbound communications. - Cross sell other products and services to meet the needs of our valued customers. - Collections: - Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance. - Efficiency: - Drive performance through keeping efficiency ratios at standards. - This includes managing average handle times, response times, and calls handled per day. - Teamwork: - Foster positive relationships with team members and leadership collaborating effectively on initiatives, meetings, and daily interactions. - Punctuality & Attendance: - Adhere to all schedules and meetings on time with no disruption to the contact center environment. - Be a reliable team member to support operational efficiency and team cohesion. - Interpersonal Skills: - Communicate effectively with all internal stakeholders such as site personnel, District Managers, and within the contact center. Qualifications - High School Degree or equivalent. - Must be located in Texas. - Bilingual (Spanish) required. - 1 Year of experience in a contact center environment or customer-support role. - Phone sales experience preferred. - Proficiency in chat communication a plus. - Ability to multi-task and manage time effectively. - Excellent written and verbal communication skills. - Experience in conflict resolution and customer sales. Benefits - Remote Work Opportunities - Medical, Dental, Vision, & Life Insurance - 401k Matching Program - Vacation Time - Sick Time - Monthly Bonuses - Annual Bonuses - Holiday Pay - Referral Program - Discounted Storage - Education Assistance Program - Employee Assistance Program - Employee Discount Store - Work/Life Balance - Growth Opportunities - Mileage Reimbursement

• Monitors phone queue to ensure proper coverage is maintained at all times. • Utilizes exemplary writing skills to respond to customer emails, live chats, and social media inquiries. • Uses product knowledge to suggest items to customers and properly inform them on product choice. • Responds to all customer voice-mail messages and e-mails within a 24-hour period. • Provides feedback to management regarding current customer service processes and procedures. • Utilizes follow through skills to resolve outstanding customer questions and/or issues. • Understands department procedures to properly inform customers of order status, product availability, and manage customer expectation. • Completes daily administrative projects on time and correctly. • Maintains all quality, productivity, reliability and sales performance standards.

• Handle high amounts of live chat and phone calls • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers