Role Description HME is seeking a Technical Support Representative for a fully remote position on our call center team. This role provides customer support via phone, chat, and email and is scheduled for a 40-hour work week, with shifts assigned based on business needs. The call center operates Monday through Friday from 5:00 AM to 7:00 PM PT and Saturday through Sunday from 7:00 AM to 3:30 PM PT, including evenings and weekends as required. Candidates must reside in Arizona, Florida, Texas, Missouri, or California. Relocation assistance is not available. While there may be an opportunity to transition into a regular role, it is not guaranteed. Any conversion decision will be based on business needs, performance, attendance, and other factors. This posting does not guarantee employment for any specific period. What you will do in the position: - Provide inbound technical support to customers via phone, chat, or email - Provide operation, troubleshooting, maintenance, and installation support - Promote and maintain positive customer relations - Follow established call flows, authentication steps, and escalation procedures - Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities - Use internal knowledge bases and tools to resolve issues efficiently - Maintain professionalism, empathy, and a calm demeanor during all interactions - Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting - Prepare and accurately document all customer interactions in the database - Identify and make recommendations for product improvement - Provide feedback for improvements of our knowledge base - Escalate unresolved or complex issues to appropriate teams - Meet or exceed performance metrics including quality, productivity, and attendance Qualifications - Minimum 1 year customer service experience; technical support or call center experience preferred - Strong troubleshooting and problem-solving skills - Ability to multitask across systems while assisting customers in real time - Professional, empathetic customer service approach - Basic to intermediate computer skills, including OS navigation, browsers, email, and hardware basics - Ability to work a flexible schedule, including evenings, weekends, and holidays as needed - Private workspace and strong internet connection with wired connectivity capability Requirements - Experience in a remote call center environment (preferred) - Experience supporting drive-thru products or customers (preferred) - Familiarity with D365 or AX (preferred) Benefits - Pay Rate is $19.00 - $21.00/hr. - Tuition reimbursement - 3 weeks paid vacation your first year - Paid holidays - Medical, vision, and dental coverage - Pet insurance - Life insurance - 401K contributions

• Provide general IT support to ECS and local IT support groups • Troubleshoot Tier 1 through Tier 3 technical issues • Liaison with local IT teams as necessary • Manage Active Directory and Group Policy • Deliver end user help desk support • Participate in acquisition activity

• To be defined

• Respond to customer queries via phone, email and ticketing system • Troubleshoot problems for first time resolution of issues, wherever possible • Identify and escalate priority issues to supervisor • Maintain the accuracy and completeness of all recorded data • Operate changes and requests on the client environment; carry out screen-sharing to help customers get set up and operational • Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service • Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes