• Provides on-going technical, on-site and phone support to regional Canon USA direct technicians and applicable service agents to troubleshoot highly complex problems including hardware, firmware and workflow. • Provides regional instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance on better utilization of available resources. • May create, organize and disseminate information throughout the region so that other engineers can perform their duties more efficiently. • Maintains and updates applicable problem records, escalating any resolved or unresolved problems to Product support for immediate attention. • Manages regional FCO database to ensure compliance and timely installation/disposition. • Works closely with the Product support group on information sharing and best practice implementation. • Accomplishes any other special projects or tasks as assigned by the regional service Director or designee.

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues. • Act as an incident owner to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation. • Achieve target KPIs, including first response, responses under two hours, ticket resolution, and customer satisfaction tickets. • Perform quality ticket analysis and provide constructive feedback to agents on minimum 2 tickets per agent per week. • Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues • Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages. • Recommends corrective and preventive actions based on analysis of platform behavior and incident trends • Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates. • Serve as an escalation point for Technical Support Specialists and Engineers, assisting with diagnosis, troubleshooting approach, and resolution strategy. • Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency. • Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration. • Serve as subject matter expert, setting diagnostic standards and best practices for the support function. • Assist with training team members including new hires. • Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

• Answer and troubleshoot calls from all customer queues • Creates trouble tickets and documents resolution steps in the support ticket • Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner • Assist with installing and configuring various software interfaces with property staff and/or assist their vendors as needed • Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects • Have a working knowledge of all Jonas Chorum products and voluntarily seek additional training and information on unfamiliar subjects • Act as liaison between Jonas Chorum and property staff • Maintain willingness and ability to work any and all shifts as posted on the schedule. • Promote Jonas Chorum software and its products and employees to co-workers and the general public • Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software • Determines if trouble ticket is billable or non-billable based on company policies and procedures • Seek assistance from Tier 2 and Tier 3 technicians through instant messaging and email services • Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for Jonas Chorum customers • In addition to issues received directly from customer via the phone queues, technicians will receive assignments from supervisor on duty • Other tasks as assigned by Jonas Chorum management

Role Description The Application Support Developer provides technical support and development assistance for OSV’s enterprise application portfolio, including platforms used by our BPaaS Operations team. This role requires hands-on technical capability across a modern stack—including C#/.NET, SQL Server, Salesforce, and Workday—paired with a customer service orientation and the ability to learn quickly in a fast-paced environment. The ideal candidate is a self-directed problem solver who takes end-to-end ownership of issues through resolution and communicates clearly with both technical and business audiences. Essential Functions/Duties/Responsibilities - Deliver timely, high-quality technical support for OSV enterprise applications, serving as a responsive point of contact for issues and questions. - Investigate and resolve application issues by identifying root cause and coordinating with the development team on technical solutions. - Partner with development teams and product owners to identify, document, and prioritize defects; maintain current knowledge of features and work in progress across assigned product areas. - Log, track, and manage support tickets with internal teams and external vendors through resolution, maintaining clear documentation throughout. - Support the design, testing, and documentation of new and existing application features, enhancements, and bug fixes as assigned. - Develop and maintain skills in cloud-based technologies including Workday and Salesforce; develop and execute data scripts as needed. - Perform development work to resolve application defects and partner with development teams on testing and deployment of fixes. - Proactively monitor production applications and escalate emerging issues before they impact customers. - Produce clear, well-organized technical documentation for both business and technical audiences. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field required. - 1–2 years of experience in software development, application support, or a related technical role preferred. - Proficiency constructing SQL queries of moderate complexity; experience with T-SQL and stored procedures. - Solid understanding of object-oriented programming principles. - Experience developing or consuming web services (SOAP, REST, JSON, XML). - Genuine passion for technology and continuous learning. Preferred Skills - Salesforce platform development or administration experience. - Familiarity with Workday integration or reporting. - Experience with issue tracking platforms such as Zendesk, Jira, or ServiceNow. - Exposure to Azure DevOps or similar Agile project management tools. Supervisory Responsibility This role does not have supervisory responsibilities. Benefits You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.