• Respond to requests for technical assistance via ticket • Diagnose and resolve technical hardware and software issues • Administer help desk software • Maintain a high level of customer service for all queries • Create and update documentation for FAQs and user guides • Track and route problems and requests, documenting resolutions

• Respond to technical support requests via ticketing system or in person • Diagnose and resolve hardware and software technical issues • Take ownership of user requests, track progress, and maintain clear communication • Record all interactions with the service desk • Maintain a high level of customer service

Overview About the Company At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients. Responsibilities We are seeking a remote tech assist to provide real-time support to field technicians, resolving provisioning, facility, and inventory issues to ensure seamless service delivery. You will handle inbound calls and chats from internal teams, assist with service orders and status updates, maintain accurate system records, and collaborate with operations teams to resolve network issues. - Provide real-time operational support to field technicians for installation, repair, and service assurance activities, including resolution of facility, provisioning, and inventory-related issues. - Serve as a primary point of contact for inbound calls and chats from internal work groups and field personnel, supporting service order processing, fallout resolution, and completion status inquiries. - Maintain, validate, and update Quantum Fiber inventory and facility records across designated provisioning and inventory systems to ensure data accuracy and service continuity. - Coordinate with Field Operations and other operational teams to resolve complex service or network issues and document actions and updates in Client-designated systems. Work at Home Requirement - We will provide the Computer and Equipment for this position. - High-speed Internet via wired Ethernet connection, no Wi-Fi, Satellite or Hot spot - Upload speed of 25 Mbps; Download speed of 50 Mbps - Internet provider must be highly stable with 1% or less packet loss - Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT. - Must live in the State of Tennessee*** Qualifications - Minimum 1 year experience in an IT/Help Desk Support environment - Must be able to successfully pass client specific assessment during training - Must be able to type at least 25wpm/90% accuracy - At least 18 years of age or older - High School Diploma or GED – College Degree preferred - Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail - Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation (instructional and technical writing experience a plus Qualfon is a great place to work, grow and develop your career! Come partner with our Qualfon family. If you would like to fill out a Voluntary Self-Identification of Disability Form. Please visit us at Qualfon.com/join-us Veterans encouraged to apply Hiring Immediately for Call Center Positions! EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law. Qualfon is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact qualfon-dialogdirectrecruiting@qualfon.comto discuss reasonable accommodations. Pay Range USD $20.00 - USD $20.00 /Hr.

Role Description We are seeking a highly skilled Software Application Support Engineer to support enterprise applications for the U.S. Department of Veterans Affairs. In this role, you will provide operational and technical support for mission-critical applications that enable essential services for Veterans, clinicians, and VA staff. Responsibilities - Application Support & Incident Management: - Provide Tier 2 and Tier 3 technical support for enterprise applications, diagnosing and resolving application issues while ensuring minimal service disruption. - System Monitoring & Performance Management: - Monitor application performance, logs, and system metrics to proactively identify issues and implement solutions that maintain high system availability and reliability. - Troubleshooting & Root Cause Analysis: - Investigate application errors, performance issues, and integration failures to identify root causes and implement corrective actions. - Production Support Operations: - Support production environments by managing application deployments, configuration updates, and operational maintenance activities. - Collaboration with Development Teams: - Work closely with developers, architects, and DevSecOps teams to troubleshoot defects, validate fixes, and ensure smooth deployment of application updates. - Incident & Problem Management Processes: - Participate in incident response activities and support problem management processes to prevent recurring issues and improve system stability. - Documentation & Knowledge Management: - Maintain technical documentation including troubleshooting guides, support procedures, system configurations, and knowledge base articles. - Change & Release Support: - Assist with application releases and changes, ensuring proper testing, validation, and coordination across environments. - Security & Compliance Support: - Ensure application support activities align with federal security policies, operational procedures, and system compliance requirements. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 5+ years of experience supporting enterprise software applications in production environments. - Experience troubleshooting application issues across web applications, APIs, and backend services. - Strong understanding of application architecture, system integrations, and database interactions. - Experience analyzing application logs, system metrics, and monitoring tools to diagnose issues. - Proficiency with SQL and relational databases. - Familiarity with Linux or Windows server environments. - Experience supporting applications in cloud or hybrid infrastructure environments. - Knowledge of incident management and service management processes. - Experience working within Agile or DevOps development environments. - Familiarity with version control systems such as Git. - Strong analytical, troubleshooting, and problem-solving skills. Benefits - Medical, Dental, and Vision. - Health Saving Account (when enrolled in eligible plan) with Company contribution. - Company paid Life, Accidental Death, Short-term & Long-term Disability. - Voluntary Accident, Hospital Indemnity, & Critical Care Insurance. - Voluntary Medical & Dependent Care Flexible Spending Accounts. - Accrued Paid Time Off & Company Paid Holidays. - 401(k) Retirement Plan with Company match.