Manager, Global Support Operations

Join Fullscript as a Support Documentation Manager, where you will play a pivotal role in enhancing our customer support experience through comprehensive and user-friendly documentation. You will lead a team focused on creating and maintaining high-quality resources that empower our users and streamline support processes.

Position: Secure Document DesignerJob Type: Permanent, Full-TimeLocation: 18 Auriga Drive, Ottawa, ON, CanadaWork Model: HybridThis position aims to fill an existing vacancy within our innovative Design Department.Position OverviewAs a Secure Document Designer at Canadian Bank Note Company, you will utilize your artistic talents and creative vision to conceptualize and finalize designs involving intricate security features, illustrations, and digital files. These designs will be instrumental in the production of various secure documents, including banknotes, passports, and identification cards. We seek a candidate with outstanding design, composition, and illustration skills.Key ResponsibilitiesConceptual Design & Innovation:Create innovative conceptual models for security products, including banknotes, travel documents, identity cards, and certificates.Participate in the development of new security features through creative design applications.Research and prepare imagery for completed concept designs and produce final artwork files for production.Illustration & Artwork Preparation:Develop illustrations and drawings for concept designs.Present design models or proofs for client review and feedback.Production Integration & Compliance:Collaborate with production staff to review conceptual designs and implement compliance recommendations.Create secure linework for production purposes.Engage in the approval process during press proof trials and initial production runs to secure customer sign-off.System & File Management:Establish and maintain comprehensive file management systems for all assigned projects.Client & Stakeholder Collaboration:Work closely with corporate sales and customers to understand design needs and effectively communicate design rationales.Prepare detailed design presentations to support design and marketing initiatives.

We are seeking a dynamic and results-driven Customer Support Manager to lead our customer support team at Versaterm. In this role, you will be responsible for enhancing the customer experience by implementing effective strategies, managing support operations, and ensuring the team meets service level agreements.Your leadership will be crucial in fostering a customer-first culture and empowering team members to deliver exceptional service.

Join Versaterm as a Senior Manager of Customer Support, where you will play a pivotal role in enhancing our customer experience. In this leadership position, you will oversee our customer support team, ensuring efficient resolution of customer inquiries, and implementing strategies for continuous improvement.

Key ResponsibilitiesOversee the provisioning and deprovisioning of IT endpoint equipment through automated processes and third-party service providers.Execute advanced troubleshooting and support for hardware and operating systems, including component-level diagnostics and replacements.Adapt and enhance workstation OS configurations to satisfy security and user requirements, involving in-depth troubleshooting and security hardening techniques.Deploy, patch, upgrade, and maintain corporate standard software applications utilizing Microsoft Endpoint Management tools and handle complex software packaging tasks.Deliver remote and deskside technical support services, including training for end-users.Collaborate with other IT departments to resolve issues and manage routine operations.Administer and optimize Active Directory/Azure Active Directory, Intune, Autopilot, Device Records, and the Corporate Software Portal.Perform software packaging and wrapping for automated software provisioning via Autopilot and Intune.Utilize scripting and PowerApps to streamline automation and reporting tasks as needed.Play a crucial role in managing our AD/AAD identity providers, including users and groups.Employ advanced knowledge of Office365 applications (e.g., SharePoint) to assist customers in leveraging modern technology for their business needs.Provide expert-level support for SaaS technologies and manage conferencing systems and mobile hardware standards.Undertake various other relevant duties and responsibilities.

We are seeking a highly motivated and detail-oriented Proposal Support Specialist to join our dynamic team at GDMSI. In this role, you will be instrumental in supporting the development and submission of proposals for various projects, ensuring that all documentation is accurate, complete, and submitted on time. You will collaborate with cross-functional teams to gather information, streamline processes, and enhance the overall quality of our proposals.

As a Technical Support Architect at Assent, you will be at the forefront of providing exceptional technical assistance and solutions to our clients. Your expertise will play a crucial role in ensuring customer satisfaction and the successful integration of our products. You will troubleshoot complex issues, collaborate with engineering teams, and guide customers through technical challenges.

About VersatermVersaterm is a leading provider of innovative public safety solutions, committed to transforming how agencies serve their communities. Established in 1977, we have developed a robust ecosystem of intuitive tools tailored for public safety agencies, forensic laboratories, court systems, educational institutions, and various organizations. Our strategic focus on purposeful integrations and selective growth enhances workflows, enabling our clients to operate more efficiently and deliver superior service while achieving equitable outcomes.We pride ourselves on our culture of innovation, expertise, and an unwavering dedication to customer success. As we continue to expand our ecosystem, you will have the chance to contribute to solutions that bolster community safety and redefine the landscape of public safety technology. If you are driven by a passion for making a positive impact, we invite you to connect with us.The RoleThe Technical Support Specialist I provides essential Tier 1 technical support, acting as the initial point of contact for customers facing software-related issues. This role emphasizes the rapid resolution of common technical problems while maintaining Tier 0 self-service resources and escalating more complex matters to Tier 2 support specialists.Key ResponsibilitiesAct as the initial point of contact for technical support, addressing common user error-related queries.Facilitate password resets and assist with straightforward software installations.Troubleshoot basic network and printer connectivity issues.Conduct initial triage of more complex network connectivity and server problems for escalation.Document all customer interactions and solutions within the ticketing system.Identify trends in recurring issues to enhance Tier 0 self-service resources.Escalate issues requiring intermediate-level support to Tier 2 specialists.Contribute to the development of FAQ documentation and knowledge base articles for common problems.Recognize gaps in self-service resources based on frequent Tier 1 inquiries.Test and validate online tutorials and self-help tools.Participate in an on-call rotation for after-hours support.Perform additional duties as assigned to support team objectives and departmental needs.

The Company Versaterm is a leading global solutions provider dedicated to enhancing public safety. Since our inception in 1977, we have developed a suite of intuitive tools that empower public safety agencies, forensic labs, court systems, educational institutions, and various organizations to better serve their communities. Our mission is to seamlessly integrate cutting-edge technology with a strategic growth approach that optimizes workflows, ensuring our clients achieve greater operational efficiency and deliver just outcomes.Driven by innovation and expertise, our teams are deeply committed to customer success. As we expand our ecosystem of solutions, you will play a pivotal role in advancing community safety and shaping the future of public safety technology. If you have a passion for making a positive impact, we invite you to connect with us.The RoleThe Support Specialist II – Hybrid is responsible for delivering Tier 2 technical support and user enablement with a solid understanding of both areas. This role involves diagnosing hardware issues, resolving system performance challenges, implementing complex features, and customizing workflows for clients requiring both technical solutions and advanced usage optimization.What You'll Do· Diagnose and troubleshoot hardware issues and system performance problems· Manage user access permissions across various systems· Conduct initial investigations into backend database and logic issues· Collaborate with technical teams while maintaining ownership of support tickets· Implement complex features tailored to specific customer workflows· Customize solutions through technical configuration and process optimization· Provide personalized training on both technical and functional aspects of our systems· Create detailed documentation for technical setups and best practices· Address issues that require both technical fixes and user education· Analyze problems to identify root causes (technical defects vs. knowledge gaps)· Develop solutions that enhance system configuration and user adoption· Offer comprehensive support for integration challenges· Document resolutions including technical steps and usage guidance· Participate in an on-call rotation for after-hours support· Undertake other related duties as needed to support team objectives and departmental goals

About the Role 49 Solutions is looking for a Senior Computer Application Support Specialist in Ottawa, Ontario. This position focuses on maintaining and supporting software applications to keep daily operations running smoothly. What You Will Do Troubleshoot technical issues affecting software applications Diagnose and resolve problems to minimize downtime Deliver responsive support to users and address their concerns Work to improve the efficiency and reliability of key systems Location This role is based in Ottawa, Ontario, Canada.

Orion Innovation is a distinguished, award-winning global provider of business and technology services. Our expertise lies in facilitating transformative business changes and product development through innovative digital strategies, exceptional user experiences, and robust engineering solutions. We pride ourselves on our agility, scalability, and maturity, which enables us to serve a diverse array of clients across various sectors, including financial services, telecommunications, consumer products, automotive, industrial automation, life sciences, e-commerce, and education.Position OverviewWe are in search of a detail-oriented Senior IT Support Specialist who possesses a deep understanding of contemporary IT practices. Your role will involve effectively managing support requests, troubleshooting issues, and identifying recurring problems to implement sustainable solutions. We encourage creativity and independence, particularly in enhancing workflows, documentation, and user experiences.Key ResponsibilitiesDeliver on-site assistance through desk-side troubleshooting, walk-up support, and meeting room/conference assistance at our Kanata office.Triage and resolve issues related to hardware, operating systems, networks, and applications while maintaining clear documentation.Provision, configure, and manage laptops using Microsoft Intune; oversee onboarding/offboarding processes and inventory management.Utilize ticketing systems and device management tools to ensure predictable resolution timelines.Continuously enhance documentation and user experience across IT services.

About VersatermAt Versaterm, we are on a mission to revolutionize public safety solutions. Established in 1977, our innovative ecosystem of user-friendly tools empowers public safety agencies, forensic labs, court systems, educational institutions, and more. We prioritize purposeful integrations and strategic growth to enhance operational efficiency and deliver just outcomes for the communities we serve.Our culture thrives on innovation and a steadfast commitment to customer success. As we expand our offerings, we welcome passionate professionals eager to contribute to the future of public safety technology. Join us in making a significant impact!The RoleAs a Support Specialist I - User Enablement, you will provide essential Tier 1 support to users, showcasing foundational expertise in operational assistance. You will assist users with fundamental software features, navigation, and direct them to valuable resources while maintaining self-service materials.Your ResponsibilitiesRespond to common inquiries regarding software functionality.Guide users through basic software navigation and feature discovery.Direct users to relevant documentation and knowledge base articles.Clarify features and standard workflows.Assist in user account setup and configuration.Recognize when to escalate issues to Tier 2 support.Document FAQs for self-service resource development.Contribute to the creation of FAQ documentation and knowledge base articles.Help develop interactive guides and product tours.Monitor community forums to identify common user questions.Create basic how-to guides for user functionality.Participate in an on-call rotation for after-hours support.Perform additional duties to support team goals and organizational priorities.Your QualificationsA degree or diploma in Business, Information Systems, or a related field, or equivalent experience.0-2 years of experience in a customer support or training role.Basic expertise in software applications and workflows.Excellent verbal and written communication skills.

About UsAt Versaterm, we are dedicated to enhancing public safety through innovative solutions. Since our inception in 1977, we have built a comprehensive suite of tools tailored for public safety agencies, forensic laboratories, court systems, educational institutions, and more. Our focus on seamless integrations and strategic growth enables our clients to optimize their operations, deliver superior service, and achieve equitable outcomes.Our team is propelled by creativity, expertise, and an unwavering dedication to customer satisfaction. As we continue to expand our offerings, you will have the opportunity to play a pivotal role in developing solutions that bolster community safety and redefine public safety technology. If you’re excited about making a significant impact, we want to hear from you!The PositionThe Technical Support Specialist I serves as the primary contact for technical assistance, providing Tier 1 support to customers encountering software-related issues. This role emphasizes quick resolution of common technical problems while managing self-service resources and escalating more complex issues to Tier 2 specialists.Your ResponsibilitiesAct as the initial point of contact for technical support, addressing common user errors.Facilitate password resets and assist with basic software installations.Troubleshoot straightforward network connectivity and printing issues.Perform initial assessments of more intricate network and server problems for escalation.Document all customer interactions and resolutions in the ticketing system.Recognize patterns in common issues to enhance Tier 0 self-service resources.Escalate moderately complex issues to Tier 2 specialists.Contribute to FAQ documentation and knowledge base articles for frequent inquiries.Identify gaps in self-service resources based on recurring Tier 1 questions.Test and validate online tutorials and self-help tools.Participate in an on-call rotation for after-hours support.Execute other related tasks as assigned to meet team objectives and departmental priorities.Your QualificationsA diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent professional experience).0–2 years of experience in technical support, help desk, or a related IT role.

About VersatermVersaterm is a pioneering global leader in public safety solutions, dedicated to transforming how agencies serve their communities. Since our inception in 1977, we have developed a comprehensive suite of intuitive tools tailored for public safety agencies, forensic laboratories, court systems, educational institutions, and various other organizations. Our mission is to enhance operational workflows through strategic integrations and a focused growth approach, ultimately leading to more efficient operations and equitable outcomes for our clients.Driven by innovation, expertise, and an unwavering commitment to customer success, our teams are at the forefront of shaping the future of public safety technology. Join us and contribute to solutions that make a meaningful impact on community safety.Position OverviewAs a Software Application Support Specialist (CAD), you will be a crucial member of our team, ensuring the seamless functionality of our software applications. Your primary responsibility will be to deliver exceptional support to our clients, troubleshoot technical issues, and empower them to maximize the value of our software solutions. This posting aims to fill an existing vacancy within our dynamic team.

Role overview The Customer Success Manager at Assent helps clients achieve their goals by guiding them through onboarding, providing training, and offering ongoing support. Building lasting relationships and making sure customers benefit fully from Assent’s products are central to this position. Key responsibilities Lead new clients through onboarding and training steps to ensure a smooth start Offer support when customers have questions or face challenges Work closely with clients to understand their needs and suggest effective solutions Promote adoption of Assent’s products so clients gain the most value Help drive customer satisfaction and support retention efforts Requirements Clear and effective communication skills Proactive problem-solving mindset Interest in customer success and building strong relationships Location This position is based in Ottawa.

Fullscript is hiring a Customer Support Specialist for the Labs division in Ottawa, ON. This role connects directly with customers, serving as their first point of contact for questions about products and services. The position guides users through the Fullscript Labs platform and helps them understand available features. Key Responsibilities Respond to customer inquiries and resolve issues related to Labs products and services Provide clear, helpful support by phone, email, or chat Work closely with team members to deliver consistent, high-quality service Assist customers in navigating the platform and using its features Requirements Strong communication skills and a genuine interest in helping others Previous experience in a customer service or support role Comfort working in a fast-moving environment Ability to collaborate effectively within a team What to Expect Customer Support Specialists in the Labs division play a key role in supporting users and making a difference in health outcomes. The team values collaboration and personal growth, offering opportunities to develop new skills in a supportive setting.

Join our dynamic team at gdmsi as an Information Developer! In this role, you will play a crucial part in creating and maintaining high-quality documentation and user support materials. Your expertise will help improve our products and provide the best experience for our clients.

Role Overview 49 Solutions is hiring a Senior IT Security Computer Support Specialist in Ottawa, Ontario. This role focuses on protecting information systems and securing sensitive data. The specialist will apply technical knowledge to support users and conduct security assessments, helping the team maintain strong security standards.

Role overview The Student Support and Operations Officer at International Business University works full-time in Ottawa, Ontario, within the Registrar Office. This position reports to the Sr. Manager Student Success and offers a salary range of $55,000.00 to $65,000.00 per year. The role is designed to support students and maintain smooth campus operations. Key responsibilities Act as the primary contact for students, handling both academic and administrative inquiries. Guide students through enrollment and orientation steps, ensuring a smooth transition into university life. Support and help organize student engagement initiatives and activities. Manage daily campus operations, including preparing classrooms and resolving operational issues as they come up. Work closely with student support and operations teams in Ottawa and Toronto to provide consistent service and efficient campus operations. Position details Full-time, indefinite term (40 hours per week) Based in Ottawa, Ontario Department: Registrar Office Reports to: Sr. Manager Student Success Salary: $55,000.00 - $65,000.00 annually