Utilize business acumen to gather and review information on financial conditions, risk exposure, loss history, and economic trends, providing recommendations on annual account renewals.

• Attend to and record all requests from users registered in the ticket management system. • Categorize and prioritize tickets according to the rules defined by the client. • Inform the user when a request is outside the contracted scope. • Resolve tickets by phone and/or remote control. • Answer questions related to infrastructure and its use. • Resolve incidents of unauthorized access, viruses, and software reinstallation. • Record and forward tickets related to hardware, software, infrastructure issues, service requests, tickets requiring on-site support, and data recovery. • Resolve tickets eligible for FCR (First Call Resolution). • Create Critical Incident tickets for escalation.

• Receive and log all requests from registered users in the ticket management system. • Categorize and prioritize tickets according to the client's defined rules. • Inform the user when the request falls outside the contracted scope. • Resolve tickets via phone and/or remote control. • Resolve inquiries related to infrastructure and its use. • Resolve incidents involving unauthorized access, viruses, and software reinstallation. • Log and forward tickets related to hardware, software, infrastructure issues that are the client's responsibility, service requests, tickets requiring on-site support, and data recovery. • Resolve tickets eligible for FCR (First Call Resolution). • Create Critical Incident tickets for escalation.

Title: Commercial Analyst II Location: Wilmington North Carolina United States of America Full time Remote What you will do: • Manage proposal bid and budget negotiation process, synthesizing detailed client requirements in collaboration with key internal stakeholders to determine appropriate resource and budget allocation. • Lead proposal bidding strategy calls to discuss customer requirements and budget strategy development and/or modification. • Work within bidding system to perform analysis of client budget to actual data, validate calculations and forecasting, and ensure accurate output of data in client required templates. • Finalize documents for distribution to the customer and internal departments, performing quality control edits to ensure accuracy, proper data formatting and validation, and compliance with contract requirements. • Ensure proposals concisely and accurately reflect strategy discussions, meet client needs, offer consistent messaging, include relevant differentiators, and convey value proposition and critical success factors. • Deliver training to junior team members. May assist in updating training materials and/or revising training programs. • Participate in and may occasionally lead departmental projects and initiatives. REQUIREMENTS: • Bachelor's Degree plus 2 years of experience in sales operations, commercial support, financial analysis or related role • Master's Degree a plus • Preferred Fields of Study: Business, Finance, Science, Engineering or related field • Additional relevant certifications in project management, financial analysis, or CRM systems preferred • Advanced proficiency in Microsoft Excel, PowerPoint and data analysis tools • Knowledge of CRM systems (e.g. Salesforce, Microsoft Dynamics) and ERP platforms a plus • Excellent analytical and quantitative skills with ability to synthesize complex data • Clear written and verbal communication abilities • Strong project management capabilities and attention to detail • Experience working with cross-functional teams across multiple time zones • Demonstrated skill in budget analysis, forecasting, and financial modeling • Experience preparing and reviewing client-facing documents and proposals • Skilled in managing multiple high-priority projects simultaneously • Strong business understanding and knowledge of contract terms/processes • Self-directed with ability to work independently and as part of a team • Professional approach and demonstrated ability to build relationships with stakeholders