Role Description As a Senior Technical Support Advocate, you will become an expert in all of the company’s products and provide hands-on technical troubleshooting, feature explanation, and best practice guidance in a fast-paced, high-volume environment. - Work closely with teammates, engineers, and other internal stakeholders to ensure accurate diagnosis and timely resolution of user issues. - Maintain professionalism, composure, and a strong focus on customer satisfaction. Qualifications - 2+ years of experience with high volume product support, preferably in a second tier or escalated support team. - Demonstrated ability to thrive in fast-paced, reactive situations. - Strong user empathy and understanding of the lifecycle of a support case. - Crisp but kind written communication skills and deep attention to detail. - Experience supporting SaaS products. - General knowledge of how web-based and mobile applications work. - Proficiency in CRM software and customer service platforms. - Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications. - Ability to quickly learn and navigate new technology, systems, and applications. - Experience contributing to the foundations of a support team and sharing process improvement ideas. Requirements - Become an expert in all of the company’s products. - Respond to user support cases in a high volume environment. - Clearly and empathetically communicate with a wide range of user personas. - Prioritize critically and comfortably adapt to an ever-evolving product landscape. - Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale. - Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates. - Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs. - Diagnose, address, and resolve technical issues efficiently and accurately. - Escalate complex issues to higher-level support following established processes. - Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved. - Participate in training sessions to enhance technical skills and product knowledge. - Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement. - Maintain productivity, quality, and customer satisfaction metrics. Benefits - Salary range: CAD 3,358.33 - 4,200.00

Role Description The Help Desk Specialist delivers Tier‑1 support for the Warfighting Acquisition University's online learning ecosystem. This position assists a large user community by providing guidance on system navigation, resolving technical challenges, and supporting account and course‑related needs across the WarU Learning Management System and its connected tools. - Deliver responsive, high‑quality customer assistance in a fast‑paced setting that supports a broad population of learners, instructors, and staff. - Handle incoming calls, emails, and help‑desk tickets from users seeking support. - Follow up on outstanding issues to ensure timely and complete resolution. - Enter accurate details of all interactions into a web‑based ticketing and tracking platform. - Assist with account access issues, system navigation, course enrollment management, login problems, and general troubleshooting within WarU’s virtual training environment. - Communicate with professionalism and empathy to de‑escalate difficult situations and guide users toward solutions. - Organize workload effectively to meet established service and performance benchmarks. Qualifications - Strong written and verbal communication ability. - Solid computer proficiency and comfort navigating technical issues. - Experience in help‑desk, customer service, call center, or similar support environments; email support experience is beneficial. - Familiarity with Microsoft Office tools, especially Outlook, Word, and Excel. - Associate degree or higher. - Prior customer service experience (minimum one year) is desirable. - Familiarity with service management tools such as ServiceNow. - Must meet eligibility requirements to obtain a Public Trust clearance. Company Description Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.

Role Description Under direction, the Senior IT Developer is assigned to the most complex development projects and offers solutions to technical problems across systems platforms. Responsibilities include leading and overseeing work results, documenting detailed specifications, programming, participating in unit/systems testing, and maintenance of internally developed applications, and evaluating and testing performance of purchased products. Senior IT Developers are responsible for including IT Controls to protect the confidentiality, integrity, as well as availability of the application and data processed or output across applications. Senior IT Developers provide training and serve as a technical resource for other Developers. Essential Responsibilities - Development (60%): - Write code for highly complex designs. Write programs that span platforms. - Develops code mostly for new programs. - Reviews code developed by other Developers, identifies, and resolves complex issues. - Provide input and drive programming standards. - Write detailed and complex technical specifications. - Identify integration points. Review technical specs created by other developers. Ensure sufficient quality and compliance of documentation to architectural standards. - Report missing elements found in requirements and explain impacts to team members. - Performs detailed impact analysis to evaluate proposed changes and identify risks. - Testing (20%): - Perform unit testing and debugging. Set test conditions based upon code specifications. Able to debug most program errors (simple to complex). May seek assistance from vendors to debug complex errors. - Project Leadership (20%): - Consult with other Developers, Business Analysts, Systems Analysts and Project Managers. - Serves as lead liaison to vendors as assigned. - May serve on Steering Committees. - "Scope" time, resources, etc. required to complete programming projects. Seek review from other Developers, Business Analysts, Systems Analysts or Project Managers on estimates. Incorporate other Developer's scope information into scope document (for integration points). - Assist in reviewing vendor products. Provide SME input on compliance of products to architectural standards and impacts to the IT environment. - Support transition of application throughout the Product Development life cycle. Document what has to be migrated. Coordinate points for transitioning. Document what has to be migrated / file properties. - Work on integration issues and determine the integration approach. Coordinate with other areas for integration of architecture solutions. - Assist technical team with defining configuration for installing products. May consult on database setup. May load database for testing, especially if there are multiple tables. - Review vendor research and gap analyses. Narrows down vendor choices and makes final recommendation to technical team and client. - Act as a technical mentor to other team members. - May act as a technical lead on projects as assigned. Qualifications - Bachelor's Degree in Information Technology or related field and a minimum of 8 years of related experience; or 6 years and a Master's degree; or equivalent experience. - Some barriers to entry exist at this level, requiring department review. - Experience and understanding with unit testing, release procedures, coding design and documentation protocol as well as change management procedures. - Proficiency using versioning tools. - Thorough knowledge of Information Technology fields and computer systems. - Demonstrated organizational, analytical and interpersonal skills. - Flexible team player. - Ability to manage tasks independently and take ownership of responsibilities. - Ability to learn from mistakes and apply constructive feedback to improve performance. - Must demonstrate initiative and effective independent decision-making skills. - Ability to communicate technical information clearly and articulately. - Ability to adapt to a rapidly changing environment. - In-depth understanding of the systems development life cycle. - Proficiency programming in more than one object-oriented programming language. - Proficiency using standard desktop applications such as MS Suite and flowcharting tools such as Visio. - Proficiency using debugging tools. - High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy. - Experience mentoring / or leading other development staff. - Proven leadership abilities including effective knowledge sharing, conflict resolution, facilitation of open discussions, fairness and displaying appropriate levels of assertiveness. Requirements - Bachelor's degree and 10+ years related work experience. - Specific tools, languages and specialty skills may vary. - Relevant Development certifications. Benefits - Medical, dental, vision, life and supplemental insurance plans effective the first day of the month following date of hire. - Short- and long-term disability benefits. - 401(k) plan with company match and immediate vesting. - Free telehealth benefits. - Free gym memberships. - Employee Incentive Plan. - Employee Assistance Program. - Rewards and Recognition Programs. - Paid Time Off and Paid Sick Leave.

• End-to-end responsibility as Product Owner and Service Owner for IT infrastructure and managed services • Management and development of 3rd-level support • Presales, design and technical implementation of IT infrastructure projects for clients in the upper mid-market segment • Responsibility for budget and forecast planning and close collaboration with vendors • Strategic account management and development of key accounts in IT infrastructure and managed services