• Responsible for handling client incidents and service requests. • Execute changes and perform environment support/maintenance activities. • Work with routing/switching and the firewall perimeter (FortiGate). • Provide support for the Asterisk telephony platform and QueueMetrics. • Handle and resolve tickets from the queue within defined SLAs. • Execute RDMs (Change Requests), following the governance process. • Record actions and evidence, and keep the knowledge base up to date. • Collaborate with the Networks and Telephony teams.

• Review and process credit applications with speed and accuracy • Maintain organized, up-to-date credit files and documentation • Monitor credit limits and balances, compiling reports as needed • Support audits of credit lines to ensure compliance with company policies • Partner with collections and internal teams to provide account insights • Respond professionally to customer inquiries regarding credit and limits • Assist leadership with credit risk management and administrative support

Role Description We are seeking an experienced Technical Lead – SmartCOMM / Quadient with strong expertise in client implementations, solution architecture, production support, and enterprise Customer Communication Management (CCM) platforms. The ideal candidate will have 7–8 years of hands-on experience in SmartCOMM (Quadient Inspire), technical troubleshooting, integration management, and architecture decision-making. The role requires close collaboration with cross-functional teams to deliver scalable CCM solutions, resolve critical production issues, and drive successful client implementations. Responsibilities - Lead end-to-end implementation of SmartCOMM / Quadient Inspire solutions for enterprise clients. - Design and architect scalable, secure, and high-performing CCM solutions. - Collaborate with business and technical stakeholders to gather requirements and translate them into technical solutions. - Provide technical leadership across development, implementation, deployment, and production support activities. - Troubleshoot and resolve complex production issues, perform root cause analysis, and implement preventive measures. - Manage integrations between SmartCOMM and enterprise applications, APIs, and document processing systems. - Review solution designs, configurations, and code to ensure adherence to best practices and quality standards. - Develop, support, and troubleshoot Java Wrapper Tools used for SmartCOMM integrations. - Work closely with infrastructure, database, and application teams to ensure smooth deployments and operational excellence. - Mentor team members and contribute to technical governance and architecture decisions. Requirements - 7–8 years of experience in SmartCOMM / Quadient Inspire implementations and support. - Strong expertise in customer communication management (CCM), document composition, and template development. - Proven experience in solution architecture, technical design, and enterprise-scale implementations. - Strong debugging and troubleshooting skills with hands-on experience in Java Wrapper Tools for SmartCOMM. - Experience integrating SmartCOMM with external systems, APIs, batch processes, and document workflows. - Working knowledge of Java/J2EE, XML, JSON, XSLT, REST APIs, and SQL/databases. - Experience in production support, incident management, and release/deployment processes. - Ability to work directly with clients and manage technical discussions and implementation activities. - Excellent analytical, problem-solving, communication, and stakeholder management skills. - DB/DC domain knowledge will be an added advantage. - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Benefits - Comprehensive total rewards package supporting mind, body, wallet, and life. - Health, dental, and vision coverages starting Day One. - Wellbeing programs and retirement plans with contribution matching. - Generous time off and parental leave. - Continuing education and career growth opportunities. - Flexible working arrangements to support work-life balance.

Role Description This is a remote position. Are you passionate about solving technical problems while delivering an outstanding client experience? We're looking for a Level 2 – IT Support Specialist & Client Support with strong experience in Managed Service Provider (MSP) environments to provide advanced technical support for remote and hybrid organizations. This role combines technical expertise with exceptional communication skills. You'll serve as the primary point of contact for clients, resolving complex technical issues, supporting modern macOS, Google Workspace, and SaaS environments, and ensuring every interaction builds trust and confidence. - Provide Tier 2 technical support for escalated issues involving macOS workstations, networks, Google Workspace, and SaaS platforms. - Diagnose and resolve technical incidents independently while maintaining clear and thorough documentation. - Collaborate with Tier 1 and Tier 3 teams to resolve issues and share technical knowledge. - Support client onboarding processes, including device enrollment, account provisioning, MDM configuration, and laptop logistics. - Assist with monitoring, patch management, security alert response, and user-facing vulnerability remediation activities. - Participate in backup testing and maintenance procedures. - Maintain and improve Standard Operating Procedures (SOPs) and knowledge base documentation. - Deliver exceptional support through chat, email, video calls, and phone. - Communicate technical concepts clearly and confidently to non-technical end users. - Proactively keep clients informed throughout the resolution process. - Write clear, organized, and client-friendly ticket notes and documentation. Qualifications - 6+ years of IT Support experience, including significant experience in a Managed Service Provider (MSP) environment. - Strong hands-on experience supporting macOS devices. - Experience administering Google Workspace or Microsoft 365 in remote or hybrid environments. - Experience with endpoint management and MDM solutions such as Jamf, Microsoft Intune, or similar platforms. - Strong cybersecurity knowledge, including Zero Trust solutions such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent technologies. - Solid networking fundamentals, including VPNs, firewalls, routing, and Cisco Meraki environments. - Excellent troubleshooting, analytical thinking, and technical documentation skills. - Proven experience in client-facing support roles with measurable customer satisfaction (CSAT, NPS, or similar metrics). - Ability to explain technical issues in a simple, reassuring way to non-technical users. - Excellent written and verbal English communication skills. - Strong organizational skills with the ability to manage multiple priorities simultaneously. - Collaborative mindset, accountability, empathy, and a strong customer-service orientation. Benefits - Fully remote work environment. - Opportunity to support international clients using modern cloud and SaaS technologies. - Exposure to cybersecurity, endpoint management, and enterprise IT best practices. - Collaborative team with excellent professional growth opportunities. - Continuous learning in a fast-paced, technology-driven environment.