Aprio Colombia - Technology Support Specialist, LaurelAI

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.

Position Responsibiltiies:
• 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

Requirements:
• 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

Why work for Aprio:
Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.

What’s in it for you:
- Working with an industry leader: Be part of a high-growth firm that is passionate for what's next.
- An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
- A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture.
- Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
- Competitive compensation: You will be rewarded with competitive compensation.

EQUAL OPPORTUNITY EMPLOYER
Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.