• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction. • Serve as the first point of contact for customer sites, providing prompt response and resolution. • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers. • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues. • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs). • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation. • Maintain clear, professional, and timely communication with customers throughout the support process.

• Own the execution of software version upgrades and new release deployments. • Manage and update SLAM-based maps, implementing changes to optimize robot navigation. • Configure site-specific parameters to optimize robot performance for customer sites (aisle widths, flooring adjustments, and other environmental factors). • Track, analyze, and report trends in support requests, bugs, and system failures to help drive long-term product improvements. • Manage customer support tickets for tier 2 technical issues while providing superior customer support, ensuring a smooth experience for clients, vendors, and internal teams. • Develop and maintain documentation, FAQs, and internal troubleshooting guides. • Collaborate with cross-functional teams to diagnose and resolve complex system issues. • Contribute to product/tool improvement by relaying customer feedback and field observations to design and engineering teams.

• Define and execute the product strategy, vision, and roadmap for core HCM solutions, with a primary focus on Workday, in partnership with the Senior Manager, HR Technology. • Lead requirements gathering, prioritization, and business analysis for product features and enhancements related to core HR processes (e.g., employee data management, offboarding, position management) within Workday and other HR technologies. • Manage the full product lifecycle from ideation and design through deployment, adoption, and continuous improvement, emphasizing Workday as the primary platform. • Collaborate extensively with HR Shared Services, Enablement, IT, and business leaders to identify opportunities for process optimization and technology innovation within HCM. • Support the Senior Manager, HR Technology in developing and executing strategic initiatives and technology product roadmaps focused on core HCM. • Oversee product design and implementation of new features and updates across Workday and additional HRIS platforms. • Develop and execute test scripts to validate system functionality, manage User Acceptance Testing (UAT) processes, and ensure timely resolution of issues identified during testing. • Ensure data integrity, compliance, and security throughout all product touchpoints. • Develop and maintain comprehensive product documentation, including requirements, workflows, and operating procedures. • Analyze product performance metrics and generate reports to support decision-making and product evolution. • Champion change management, adoption strategies, and continuous improvement within HR technology products. • Provide first-line support by responding to support tickets within the specialist functional area, troubleshooting issues, and collaborating with stakeholders to resolve defects and ensure system reliability. • Escalate highly complex or strategic issues to senior leadership as needed.

Overview At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? Work Location: Remote Work Schedule: 1pm-10pm CST Monday - Friday with rotating Saturdays What You'll Do: As a Senior-CCO Support, you must be fully versed in all contact center specialties of Inbound Sales, Multi-Channel Sales, Consumer Specialists, Retail, Alternate Channel Operations, and Financial Services. Additionally, based on business line – you may be required to support the field, OOT, and CLEC operations. You will be scheduled to be in Aspect taking calls from the front-line teams mentioned above, along with assisting with potential call overflow. You will also answer questions from our chat room, our email boxes, and monitor social media other teams as needed. You are the first point of contact taking customer-escalated calls when frontline Customer Care and Service Reps need assistance with getting Supervisors involved as necessary and are also the first point of contact when working with Regulatory in responding to PSC Complaints as they occur. Your primary role as a senior is to be the first point of contact for all frontline teams. You will assist with questions, provide guidance and support, explain processes, procedures, assist in trouble shooting and thinking of "out of box” solutions for all customer issues. To be successful in this role, you must have an extremely high level of knowledge of all supporting systems, based on the line of business you serve. Responsibilities - Assists current employees with product, order and technical issues and as first point of contact for questions. Seniors offer ideas/solutions and coaches to solve customer issues. Explains process and procedures. - Handles first level escalations, special needs customers, pass high level escalations on to next level support or Supervisor, as necessary. Follow escalations through to resolution and provide final follow-up to customer. Gathers information and work with Regulatory on all PSC Complaint responses. - Supplements formal HR training with initial and continuous on-the-job training to agents. - Monitors internal problem orders/customers by working with other departments within the company to follow up and ensure progress is being made to resolve issues. - Identifies and reports to Supervisors any emerging trends or gaps in training, communication, and team needs. Identify key process changes and implement solutions - Monitors and replies to social media and customer email boxes. Qualifications Required Qualifications - 1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services. - 6+ months of experience in a CRM. - 6+ months of experience in handling escalated situations. - Must follow the TDS attendance guidelines in order to meet TDS’s business needs including but not limited to our obligations to our customers and to our customers’ needs. - Ability to travel as business needs dictate. Other Qualifications - Experience working with escalated customer issues and problem resolution. - Understanding of the telecommunication and/or cable industry. - Understanding of telecommunication and/or cable products and services. - Excellent interpersonal communication skills (i.e., verbal, written, listening). - High-level sales skills support. - Problem solving skills (i.e. customer complaints, business office issues). - Customer focused problem-solving skills. - Ability to work 1st/2nd Shift hours - Ability to work overtime, per needs of the business Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today! Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority! Associates scheduled to work 20 or more hours per week have access to: - Medical Coverage - Dental Coverage - Vision Coverage - Life Insurance - 401(k) Plan - Generous Vacation & Paid Sick Leave - Seven Paid National Holidays & One Floating Holiday - Paid Parental Leave (6 weeks after 12 months of employment) - Adoption & Surrogacy Assistance - Employee Assistance & Wellness Programs Associates working 30 or more hours per week additionally have access to: - Short-Term & Long-Term Disability - TDS Service Discounts - Education Assistance - Paid Volunteer Time In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here. Who is TDS Telecom? TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Pay Transparency The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards. Pay Range (Hr./Yr.) $21.36/Hr. - $32.04/Hr.