• Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication. • Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions. • Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem-solving. • Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable). • Work closely with Technical Escalation teams by providing high-quality reproduction steps, diagnostics, and clear summaries of impact and urgency. • Contribute to testing and product improvement activities to ensure enhancements meet customer expectations. • Support customers across strata workflows including communications, reporting, invoicing/arrears, meeting processes, maintenance workflows, and accounting-related functionality as relevant to Strata Master’s integrated approach.

Role Description We are looking for a senior-level IT Support Specialist to support a U.S.-based IT services environment. This role is ideal for a highly technical, client-facing professional with strong MSP readiness, excellent English communication, and the ability to troubleshoot complex issues across cloud, network, security, and server environments. - Provide advanced Level 3 technical troubleshooting for client environments. - Support and administer Office 365, Google Workspace, and AWS environments. - Troubleshoot Windows, Linux, macOS, and Windows Server issues. - Manage networking issues, including IP addressing, DNS, email filtering, and security tools. - Support backup, firewall, virtualization, and endpoint security tools. - Use automation and scripting to improve workflows and resolve recurring issues. - Document troubleshooting steps, resolutions, and internal processes clearly. - Communicate with users and internal teams through email and Microsoft Teams. - Learn client environments, internal workflows, HaloPSA, and escalation processes. - Resolve tickets in a timely manner aligned with SLA expectations. Qualifications - Strong senior-level L3 technical troubleshooting background. - MSP experience highly preferred. - Experience administering Office 365, Google Workspace, and AWS. - Strong knowledge of Windows, Linux, macOS, and Windows Server support. - Networking knowledge, including IP addressing, DNS, and related troubleshooting. - Experience with email filtering, IT security tools, backup tools, firewalls, and virtualization platforms. - Automation or scripting experience. - Excellent customer service skills in a client-facing environment. - Strong documentation and ticket management discipline. - Professional English fluency. - Familiarity with tools such as ConnectWise, Datto, NinjaOne, MSP360, HaloPSA, IT Glue, Autotask, Syncro, Cisco Meraki, Sophos, SentinelOne, or Todyl is a plus. - Calm under pressure, detail-oriented, proactive, adaptable, and able to work independently in a remote environment. Requirements - Schedule & availability: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time, Bogotá, Lima. - Fully remote work environment. - Stable, long-term collaboration. - Clear scope of responsibilities and structured workflows. - Training and onboarding support. - Opportunity to work with international teams. - Exposure to modern tools and professional processes. - Supportive and collaborative work culture. - Opportunity for skill development and career growth. Benefits - Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours. - You’ll follow the client’s company guidelines, communication practices, and workflows, ensuring seamless collaboration. - Your performance will be measured to ensure alignment with client expectations and project objectives. - You might need to complete training to fully understand your role, tools, and client processes. - Commitment and responsibility are essential. We work with clients who rely on your dedication to deliver consistent, high-quality results.

Role Description The IT Support Technician (IT Technician 2) provides frontline technical support to end users across the organization. This role is responsible for resolving routine to moderately complex IT incidents and service requests, provisioning and supporting end-user devices, and ensuring consistent adherence to documented IT standards, procedures, and security policies. The position works under routine supervision while continuing to build technical capability and independent problem-solving skills. Key Responsibilities - End-User Support and Incident Management - Deliver above-and-beyond customer service while effectively multitasking and managing multiple priorities in a fast-paced environment. - Provide Tier 1-2 technical support for hardware, software, and workplace technology issues through the ticketing system, remote tools, phone, and in-person support. - Diagnose, troubleshoot, and resolve routine to moderately complex incidents using established procedures and escalation paths. - Document all work clearly and accurately, including issue details, troubleshooting steps, and resolutions. - Meet service level expectations for response and resolution while maintaining ownership of assigned tickets. - Device, User, and Application Support - Image, configure, and deploy Windows laptops, peripherals, and other end-user devices using standard deployment tools. - Perform user onboarding and offboarding activities, including account setup, access changes, and device recovery. - Install, configure, and maintain approved business applications and updates. - Operational and Asset Management Support - Assist with system monitoring and respond to alerts under guidance from senior team members. - Maintain accurate IT asset inventory and tracking for assigned equipment. - Support office moves, device refreshes, and equipment setup as needed. - Security and Compliance - Follow and enforce IT security policies, access controls, and acceptable use standards. - Assist with endpoint security controls, patching, and vulnerability remediation activities. - Escalate suspected security incidents or policy violations according to documented procedures. Qualifications - Bachelor's Degree and 4-6 years of relevant experience. - Experience performing GL accounting and financial reporting. - Highly organized and strong attention to detail. - Independent thinker/self-motivated. - High degree of professionalism. - Excellent written and verbal communication skills. - Proficient with MS Office/Excel (PowerPoint is a plus). - Familiarity with one or more accounting operating systems. Deltek Vision experience is highly desired. Benefits - Company-subsidized medical and dental. - Company-paid life, short, and long-term disability. - 401k match, tuition assistance, and more. - Cross-training and the ability to work on a variety of projects. - Performance-based bonuses or other incentives. - Working with the best and brightest in the industry. - 2,000+ employee national firm with 70+ locations across the US.

Role Description We are seeking a customer-focused and driven Customer Support Analyst 1 to join our Operations team reporting to the Director, Customer Success. In this role, you will be on the front lines of delivering exceptional support to our customers, managing and resolving cases with a focus on quality, speed, and customer satisfaction. This is a full-time opportunity with no travel required. Remote but ideally located in the Cincinnati OH area. What You'll Do: - Review and assess customer-initiated incoming support cases and categorize case priority - Respond to Level 1 and Level 2 online customer support cases, including: - Customer-generated cases (supplier/distributor) - Auto-generated cases (Ops Log Errors, PA Data, Missing Data) - Transactional cases measured by contractual time-to-resolution (TTR) - Meet Level 1 and Level 2 support case severity goals as defined by Manager - Participate in shared hours of operation schedule - Provide shared support for operations log and late/missing data monitoring Qualifications - 0–3 years of related customer support or operations experience - Associate or Bachelor’s degree, or significant industry experience - Strong customer service skills - Excellent written and oral communication skills - Excellent organizational and project management skills - Willingness to learn and grow in a fast-paced environment - Data migration, management, or manipulation experience a plus - Experience with databases, including writing queries, a plus - Business system experience and understanding of Inventory Management a plus Benefits - Remote-friendly and casual work environment - 401k with 3.5% company match, vested after 2 years - 20 PTO days + 1 birthday day off + 1 volunteer day + 11 company holidays - Medical, dental, vision and other life/health insurance plans - Paid parental leave - Wellness reimbursement program Company Description TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, Siemens, Ocean Spray, and many more. Please visit our careers website for additional information.