Serve as the Laurel.ai application expert and primary owner, ensuring effective use, support, and continuous improvement
Provide second-level support for the Laurel.ai application by diagnosing and resolving issues reported by end users
Deliver initial support via phone, email, and ticketing systems
Accurately log all service requests, incidents, and inquiries in the IT service management platform, ensuring thorough documentation
Identify issues requiring advanced technical expertise and escalate tickets to appropriate internal and external support teams, supplying complete background and documentation
Ensure timely resolution of all tickets; follow up with users to confirm resolution, and formally close tickets upon completion
Lead periodic training sessions to help users effectively utilize Laurel.ai and understand new features or updates
Generate, distribute, and analyze scheduled reports related to application usage and performance, and follow up with department operations leaders as needed
Articulate user needs and feedback to support product improvements

Customer service experience preferred; training experience is a plus
Basic knowledge of computer hardware, software, and standard business applications
Proven ability to work remotely and independently prioritize in a fast-paced environment
Willingness to occasionally host trainings across different time zones
Strong verbal and written communication skills
Friendly, patient, and professional in all user interactions
Collaborative, team-oriented mindset with openness to feedback
Commitment to continuous learning and knowledge sharing
Strong organizational, time-management, and planning skills
Creative and resourceful problem-solver with a continuous improvement mindset

Working with an industry leader: Be part of a high-growth firm that is passionate for what's next.
An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture.
Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
Competitive compensation: You will be rewarded with competitive compensation.

Technology Support Specialist

Key skills