Aprio27d ago

Aprio Colombia - Technology Support Specialist, LaurelAI

MedellínAprio Colombiamid

OperationsOtherAprio Colombia

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Work with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,

Technical Tools

OperationsOtherAprio Colombia

Work with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.

Join Aprio's Global Operations team and help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Laurel.ai Support Specialist to join their dynamic team.

The role of a Laurel.ai Support Specialist is critical in ensuring Aprio’s Laurel.ai timekeeping platform operates effectively, supports business operations, and enables user productivity. This position requires strong communication skills, problem-solving abilities, and a customer-focused approach to deliver high-quality support and continuous improvement of the application.

Laurel.ai is an AI-powered software platform designed to automate and enhance time tracking, time sheet creation, billing accuracy, and operational insights for professional services firms. The platform captures activity across applications (such as email, meetings, and documents) and intelligently links work to categories – reducing the need for manual time entry.

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