• Prepare, review, post, verify, and record customer payments and accounts receivable transactions. • Create accurate customer invoices in accordance with company policies and government contract requirements. • Assist with Government Contract (GovCon) billing and invoicing processes while learning applicable regulations and customer-specific requirements. • Generate and reconcile monthly billing statements using financial and accounting systems. • Maintain and update customer records, including contact information and billing details. • Organize, file, retrieve, and maintain financial documentation and supporting records. • Communicate billing updates and changes with internal departments to ensure timely processing. • Assist with month-end billing activities and other accounting support functions. • Identify discrepancies and resolve issues in a timely and professional manner. • Perform other duties as assigned in support of Accounting and Operations.

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with LATAM onboarding and commercial teams.

• You handle and resolve technical customer inquiries through the ticketing system — this is the core of your work. • You communicate clearly with a customer-focused approach, even when issues are technically complex or time-sensitive. • You integrate our platform for customers: work with REST APIs, JSON/XML structures and data feeds, configure and validate integrations, analyze data flows and troubleshoot issues. • You use AI tools as a standard part of your toolkit and progressively automate recurring tasks. • You document your solutions so that your knowledge is shared across the whole team. • You identify recurring root causes and proactively contribute prevention ideas to the team.

Role Description This position will be responsible for the installation, maintenance, and technical support of all desktop software and hardware. Provides technical expertise and support to the SPIG end user. FLSA Status: Non-Exempt, Hourly Essential Duties and Responsibilities - Installation - Installs and tests hardware and software - Deploys equipment as necessary - Monitors and maintains records regarding installation and maintenance of current hardware and software - Repairs or replaces damaged hardware - Follows installation and inventory guidelines. Maintains inventory and recommends hardware/software purchases. - Problem Identification/Resolution - Monitors the IT Support ticketing system and responds to user problem calls - Interacts with staff to identify hardware/software problems - Utilizes the ticketing system to gather, assemble, organize and track information - Support - VoIP management and troubleshooting Qualifications - High school Diploma and GED - AAS or Bachelor’s degree in Computer Science or related field or equivalent combination of industry related professional experience and education - Ability to read and comprehend simple instructions, correspondence, and memos - Ability to write letters and prepare other documents as needed - Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions - Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email and word processing software - Effective communication orally and in writing in English - Ability to view documents, multiple screens, and read handwritten documents - 2+ years of experience in helpdesk and/or desktop support environment supporting remote users - CompTIA A+ Certification preferred Requirements - Identifies and resolves problems in a timely manner - Speaks clearly and persuasively; participates in meetings - Writes clearly; able to read and interpret written information - Contributes to building positive team spirit - Promotes a harassment-free environment - Treats people with integrity and ethically - Supports organization’s goals, values, and code of ethics - Exhibits sound and accurate judgment; includes appropriate people in decision-making process; makes timely decisions - Prioritizes work activities; uses time efficiently - Focuses on solving conflict, not blaming; treats others with respect and consideration; accepts responsibility for own actions - Demonstrates accuracy and thoroughness; monitors own work to ensure quality - Meets productivity standards; completes work in timely manner - Observes safety and security procedures; reports unsafe conditions; uses equipment and materials properly - Must be organized and able to follow-up on statuses and ensure completion of tasks - Is consistently at work and on time Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Regularly required to sit, reach with hands and arms, speak, talk, and hear - Frequently required to use hands to finger, handle, or feel - Must be able to lift and carry 25 lbs. (i.e. laptop or monitor) - Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. - The noise level in the work environment is usually quiet - The work environment generally consists of indoor heated and cooled office space - This position may also work remotely from home