Role Description We are currently hiring for 3rd shift: 11pm to 7:30am CST. The Call Center Representative is responsible for providing front‑line, always‑on (24x7x365) technical support for high‑visibility partners requiring continuous assistance. This role serves as the primary point of contact for technical issue intake, triage, communication, and resolution, ensuring partner concerns are handled accurately, professionally, and within established service level agreements (SLAs). - The representative documents and prioritizes incoming issues. - Follows defined escalation and troubleshooting procedures. - Collaborates closely with Technology, Client Services, and Partner Integration teams to drive timely resolution. - Plays a critical part in maintaining operational continuity, meeting contractual obligations, and delivering an exceptional partner support experience. Qualifications - High school diploma or equivalent - Typically five or more years of customer service experience Requirements - Skilled in basic technical troubleshooting and system maintenance - Prior call center experience - Experience with AWS, Salesforce, ICS, ServiceNow, Client Resource Center, MS Team and OneNote - Effective verbal, written, and interpersonal communication skills - Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries - Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy - Thorough knowledge of all relevant operational processes and procedures and company products and services - Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc. - Ability to perform interest calculations and account adjustments - Strong analytical and problem-solving skills - Ability to manage multiple tasks/projects and deadlines simultaneously Benefits - Healthcare (medical, dental, vision) - Basic term and optional term life insurance - Short-term and long-term disability - Pregnancy disability and parental leave - 401(k) and employer-funded retirement plan - Paid vacation (from two to five weeks depending on salary grade and tenure) - Up to 11 paid holiday opportunities - Adoption assistance - Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

• Analyze complex financial, business, and operational data • Analyzes trends in financial and business operations, formulates recommendations for action, and facilitates process improvement initiatives • Prepares financial, business, trend, and operational analyses of products, services, projects, or general business that may include but is not limited to budget analysis, cost benefit analysis, analysis of technology/capital equipment, and vendor services • Partners with and facilitates discussions with individuals and business areas to understand and prioritize business needs and processes • Monitors benchmarks and market trends, and prepares financial projections • Plans and assists in implementing process improvement initiatives and installing best business practices • Creates comparative matrices based on the determination of total cost/benefit analysis • Assists in the development of financial proformas and product/service evaluations • Utilizes systems and department software to develop, and maintain financial reporting tools to support business decisions, which include but are not limited to reports on savings, return on investment, and compliance • Prepares related reports, graphs, charts, presentations and other documents to support analysis • Assists in and supports the development of business policies/procedures as needed • Develops, implements, and evaluates special projects related to process and operational improvement initiatives, and recommends cost savings/standardization opportunities

• Enhance the Customer Experience • Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer sites with best-in-class service • Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols • Deliver customer familiarization for instrument operation and maintenance • Communicate service offerings including training, support, software, laboratory services products and field upgrades • Partner with our customers to understand their analytical workflow and applications. • Support the local instrument sales representative(s) to help secure new instrument orders. • Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts. • Display exceptional written and verbal communication skills and actively interface with peers and customers. • Contribute to account profitability through efficient execution and service delivery.

• Provide timely, professional, and consistent phone-based IT support to end users • Deliver a high-quality customer experience by resolving incidents and service requests efficiently • Meet established Real-Time Service Objectives (RSOs) and support performance goals • Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools • Respond to technical issues within defined service level expectations • Troubleshoot hardware, software, mobile device, and connectivity-related issues • Escalate incidents appropriately when advanced support is required • Maintain accurate and up-to-date knowledge base documentation • Follow security protocols and identity verification procedures when assisting users • Identify potential security concerns and escalate according to established processes • Participate in knowledge-sharing and knowledge-transfer activities to improve team effectiveness