About AI Acquisition AI Acquisition is a global category leader in AI service provider enablement, operating as a hybrid Platform-as-a-Service (PaaS) and AI marketplace. We help entrepreneurs, agencies, and SMBs launch and scale AI-powered businesses by providing end-to-end growth infrastructure across sales, marketing, CRM, and go-to-market execution. We’re building one of the fastest-growing AI-driven ecosystems globally, empowering our members to generate meaningful revenue through structured systems, automation, and hands-on support. Why Join AI Acquisition? - Work at the forefront of AI-driven business growth - Join a high-performance, globally distributed team - Be part of a company scaling rapidly across multiple regions - Directly impact client success and experience - Operate in a fast-paced, execution-focused environment The Role We’re hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients. This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You’ll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems. This role is critical in maintaining client satisfaction, reducing friction, and supporting retention across our growing client base. Key Responsibilities Client Support & Communication - Manage live chat and support channels, ensuring fast and accurate responses - Resolve client queries efficiently while maintaining a high standard of communication - Escalate complex issues to the appropriate teams when needed - Maintain professionalism and empathy in all client interactions Issue Resolution & Escalation - Identify and troubleshoot client issues across platform usage, onboarding, and workflows - Handle support tickets and follow through until resolution - Flag recurring issues or bugs to internal teams Knowledge Base Contribution - Follow and utilize internal documentation and SOPs effectively - Contribute to improving FAQs and knowledge base content - Document new solutions and recurring fixes to support team scalability Operational Support - Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk) - Support internal teams with insights on client feedback and common pain points - Ensure adherence to SLAs (response time, resolution time, quality standards)

• Effectively manage large amounts of incoming customer inquiries via phone, email, live chat, etc. • Identify and assess customer needs to achieve satisfaction • Build sustainable relationships of trust through open and interactive communication • Provide accurate, valid, and complete information by using the right methods/tools • Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution • Keep records of customer interactions using all systems as needed • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers

Role Description We’re looking for professional and pro-active Customer Service Representatives to join one of our projects. S/he creates a wonderful customer experience as s/he understands that making a customer happy is crucially important to a business's success. - Assist customers with phone/email/chat enquiries related to customer orders, product information, and company policies. - Provide customers with complete and accurate resolutions to problems. - Handle complaints. - Clarify to the customers the company policies such as returns and exchanges. - Perform order management functions: Work with various platforms to track, maintain orders, returns, and credits. - Proactively involved in maintaining up-to-date procedure documentation. - Excellent interpersonal, written, and oral communication skills. - Escalate issues in a structured way to CS management. Company Description At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations, and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us. At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

Title: SharePoint Support SME (15.39) Location: Remote Washington, District of Columbia, United States Description OCT Consulting is a business management and technology consulting firm that supports Federal Government clients. We provide consulting services in the areas of Strategy, Process Improvement, Change Management, Program and Project Management, Acquisition/Procurement, and Information Technology. Responsibilities and Duties OCT currently has an opening for a SharePoint Support SME to support a client. This position is contingent upon contract award. The SME serves as the dedicated resource that provides comprehensive support for designing, developing, testing, documenting, and maintaining SharePoint environment sites. The SME will provide support for SharePoint Online architecture, workflows, document libraries, collaboration sites, and integration with Microsoft 365 applications. Day to day responsibilities include: ● Administration and Maintenance: Maintain and update SharePoint Online tools, applications, and site collections. Ensure compliance with governance, security, and data management policies. ● Workflow and Automation: Develop, configure, and maintain workflows using modern tools such as Power Automate and Power Apps, while supporting legacy workflows created in SharePoint Designer as needed. Troubleshoot and de-bug broken workflows, codes, and previously developed tools as needed. ● Collaboration and Integration: Partner with Government staff to design, implement, and evolve SharePoint solutions that support contracting tools, workflows, and business processes. Integrate SharePoint with other Microsoft 365 services (Teams, OneDrive, Outlook) to enhance collaboration and efficiency. ● Documentation and Reporting: Document processes, configurations, and procedures required for effective management, reporting, and auditing of SharePoint activities. Provide user guidance and training materials to support adoption. ● Continuous Improvement: Recommend and implement enhancements to improve usability, efficiency, and performance of the SharePoint environment, ensuring alignment with operational and strategic objectives. Requirements ● Bachelor's degree in information technology or related field ● 10+ years’ experience in SharePoint administration roles ● Direct experience designing, developing, testing, documenting, and maintaining SharePoint environments and sites ● Highly proficient in Microsoft 365 applications ● Experience supporting development of workflows and applications using Power Automate and Power Apps ● Ability to obtain and maintain required security clearance; background investigation may involve credit, fingerprint, and law enforcement agency checks ● Fully remote/telework position with requirement to use camera during Microsoft Teams meetings when directed Benefits Benefits OCT offers competitive compensation packages and a full suite of benefits which includes: - Medical, Dental, and Vision insurance - Retirement savings 401K plan provided by an industry leading provider with 3% employer contributions of the employee’s gross salary - Paid Time Off and Standard Government Holidays - Life Insurance, Short- and Long-Term disability benefits - Training Benefits Salary Range: $100,000 - $120,000 yearly commensurate with experience, education, etc. About OCT Consulting OCT Consulting LLC is a Small Business (SB) providing professional services and information technology solutions to the Federal government and commercial clients. Founded in 2013, we bring the agility of operations and a management team with a track record of leading successful engagements at major Federal government agencies. At OCT we believe in creating a work environment where employees can thrive based on their abilities, skills, and achievements. We are dedicated to providing career growth and professional development based on individual merit and fostering a workplace where everyone’s contributions are valued and recognized.