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.

​​​​​​​POSITION DESCRIPTION Position Title: Support Group Coordinator Salary Range: $15-$20 per hour Location: Hoover, AL (Remote) Reports to: Support Group Director FTE: .5 (20-25 hours per week) Job Summary The Support Group Coordinator is responsible for promoting and advertising Wings support groups, facilitating online support groups as needed, collecting and organizing monthly data related to Wings support groups, and supporting the Support Group Director as needed. Essential Duties - Facilitate online support groups as needed; - Assist support group facilitators with technical issues; - Assist Support Group Director with the development of a resource library of PowerPoints and handouts with group topics for Certified Peer Specialists; - Assist Support Group Director with public education and awareness of Certified Peer Specialists and their role in the mental health system of care; - Assist with publicizing and raising awareness of Wings support groups; - Promote Support Group participation via social media; Create content for social media; - Assist with monthly data collection; - Assist with monthly group meetings and one-on-one meetings with Support Group facilitators; - Maintain regular and open communication with the Support Group Director regarding any questions or concerns; - Daily review of emails and providing timely responses; - Some travel throughout the state (travel expenses reimbursed); and - Additional duties as assigned. Minimum Qualifications - 1-2 years of relevant work experience, including supervision of staff; - Willingness to complete peer supervisor training; - Prior experience working in the area of mental health with an emphasis on community engagement and empowerment; - Alabama Certified Peer Specialist or willingness to complete CPS training at the next available opportunity whether in person or online (travel costs will be reimbursed); - Reliable internet and cellphone service; - Cellphone and laptop which meets the standards for attending and conducting work remotely is required (cellphone may not substitute for laptop for support group meetings); - Reliable means and willingness to travel as needed. Environment and Scheduling - Remote position - Travel Required (30%) (Travel Expenses Reimbursed)

• Act as the first technical responder for escalated customer issues, particularly those blocking integrations or deployments. • Debug in the wild - inspecting API payloads, webhook logs, OAuth exchanges, and race conditions that surface only under real-world load. • Provide interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance. • Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and ensure fixes are fully validated before release. • Gather structured context and relay actionable insights to engineering for long-term fixes. • Recommend integration best practices across authentication flows, REST APIs, and IAM platforms. • Improve internal support tooling, documentation, and runbooks based on recurring patterns. • Surface common pain points and influence product priorities.