Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com. The kind of people we look for: - Versatile people who thrive on variety and challenge - Excited about working in a fast-paced environment. - Innate problem solvers who want to grow in a flexible, collaborative culture. - Takes initiative, pushes boundaries, motivated to innovate. - Individuals with a growth mindset who want to use their learning and relationship-building skills. - Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality. Position Summary: The Technical Resolution Supervisor plays a key role in guiding and developing a team of Technical Resolution Specialists to deliver world-class customer experience. This is achieved through consistent coaching, training, and hands-on support. The role directly supports both departmental and company goals by ensuring frontline teams respond to customer inquiries within service level agreements (SLAs), adhere to established procedures, and contribute to winning and retaining customers This is a Remote/Work from Home position reporting to the Sr. Customer Experience Manager. What you will do: - Provide weekly team coaching and periodic 1:1 meeting to support employee development, performance, and engagement to a team of 12-15 agents. - Oversee the development, implementation, and administration of Technical Resolution Specialist training procedures and policies. - Ensure team compliance with policies, procedures, and regulatory guidelines, including attendance and time off policies. - Develop partnerships with cross-functional teams to improve handoffs, align on strategic initiatives, and enhance the customer experience. - Analyze performance data and Technical Resolution reporting to identify trends and opportunities for improvement. - Use ITIL-based processes to streamline the intake, triage, categorization, and resolution of incidents and requests. - Complete and maintain consistent professional development through company-provided workshops, training, and development opportunities. - Maintain and update team records, including tracking databases and attendance logs. - Demonstrate ownership in troubleshooting and resolving technical issues, while identifying root causes and recurring problems. - Create a strong team culture built on trust and transparency which enables team agility, adaptability, continual learning and knowledge sharing. Provide backup support to peers and leadership as needed. - Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrades talent through timely talent management, development, succession planning and recruitment. Qualifications: - High School Diploma or GED equivalent. - 3 years of experience in customer service or technical support, preferably in a technology-based environment. - 1 year of supervisor/leadership experience within an inbound contact center. - Demonstrated ability to coach and develop team members to drive performance and achieve goals - Proven ability to motivate and inspire team members, fostering a positive and high-performance work environment. - Excellent verbal and written communication, presentation, and problem-solving skills. - Demonstrated ability to work collaboratively in a results-driven, team-oriented setting. - Strong interpersonal and active listening skills. - Exceptional customer service skills. - Requires strong problem solving, time management, flexibility, and communication skills. - Must have the ability to multi-task, organize and document many tasks at one time. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. - Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies. - Willing and able to work flexible schedules, including weekends, to support customer needs. - Proficient in Microsoft Office and modern virtual communication platforms (e.g., MS Teams, Slack). - - Preferred: - Associates or higher education preferred. - Experience in professional and business writing. - Strong technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP. - Basic telephone technology. - Experience with network monitoring platforms or custom diagnostic tools. Physical Demands: Employees may experience the following physical demands for extended periods of time: - Sitting, standing, and walking (95-100%) - Keyboarding (70-90%) - Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)    Work Environment: - 100% Remote: Work environment is at home. Compensation: $71,000 to $80,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

• Own technical content strategy for Alpaca’s Trading API and related products, driving awareness and adoption • Write and edit educational and product-driven content such as tutorials, explainers, launch posts, feature spotlights, onboarding materials, case studies, newsletters, and technical thought leadership for algorithmic trading across stocks, options, and crypto • Identify content opportunities based on user needs, product priorities, and growth goals • Collaborate with product, engineering, and other internal leaders to turn technical updates into clear user-facing content • Translate complex concepts in trading infrastructure, market mechanics, and algorithmic strategy design into clear, technically accurate content for developers, retail traders, and algorithmic traders • Support go-to-market (GTM) efforts with launch messaging, website copy, and supporting content assets • Help improve discoverability and adoption through SEO, content refreshes, and audience-focused distribution • Ensure technical content is accurate, relevant, and aligned with Alpaca’s brand and product positioning

Technical Support Description - Job Summary • This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships. Responsibilities • Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. • Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. • Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. • Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. • Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. • Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed. • Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. • Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. • Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification. • Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management. Education & Experience Recommended • High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. • Typically has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field. Preferred Certifications NA Knowledge & Skills • Automation • Chemistry • Commissioning • Customer Relationship Management • Customer Support • Electrical Engineering • Electromechanics • Electronics • Environment Health And Safety • Field Service Management • Hand Tools • Key Performance Indicators (KPIs) • Operating Systems • Preventive Maintenance • Process Improvement • Safety Standards • Technical Services • Technical Support • Technical Training • Test Equipment Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Disclaimer • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Job - Services Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

• Review all product deliverables ensuring the content is consistent, accurate and complete, following the style guide for the agency • Develop, write, and maintain technical documentation including user guides, API docs, FAQs, and release notes • Collaborate with cross-functional teams to gather and understand technical information • Simplify complex concepts into easy-to-understand content • Manage documentation updates in response to product changes