Aprio Colombia - Senior Support Specialist, Global Operations | LaurelAI

Aprio; Bogotá; Hybrid; COP 60,000,000 - 120,000,000; Full time

Job summary

Aprio is seeking a Senior Support Specialist for LaurelAI in Bogotá to own the Laurel.ai application end-to-end, act as the SME for platform support, and drive adoption across the firm. You will manage escalations, maintain documentation, and deliver training to empower users with new features and improvements.

This role emphasizes cross-functional collaboration with operations, technology teams, and end users, shaping how AI-powered tools boost productivity and service quality firm-wide.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience will be considered.
• 3+ years of experience in application support, IT helpdesk, or a related technical support function.
• Hands-on experience with an IT service management platform and structured ticketing system.
• Strong analytical and problem-solving skills with a proven ability to diagnose and resolve technical issues accurately and efficiently.
• Excellent verbal and written communication skills, including the ability to translate technical concepts for non-technical audiences.
• Preferred: Experience supporting AI-powered or SaaS-based enterprise applications.
• Preferred: Experience designing or facilitating end-user training or onboarding programs.

Responsibilities

• Own the Laurel.ai application end-to-end, serving as the firm's subject matter expert and primary point of contact for platform support, adoption, and ongoing improvement
• Diagnose and resolve second-level application issues escalated from end users, applying structured troubleshooting methodologies to ensure accurate and efficient resolution
• Receive and respond to initial support requests via phone, email, and ticketing systems, delivering timely and professional service across all channels
• Maintain complete and consistent documentation of all service requests, incidents, and inquiries within the IT service management platform throughout the full ticket lifecycle
• Assess issue complexity and escalate as needed
• Monitor open tickets to ensure timely resolution; confirm resolution with end users and formally close all tickets upon completion
• Design and lead periodic training sessions that equip users with the knowledge and skills needed to utilize Laurel.ai effectively
• Produce, distribute, and analyze scheduled reports on application usage and platform performance; identify trends and follow up with operations leaders on findings
• Capture and synthesize user needs, pain points, and feedback into clearly communicated inputs that drive product improvements and inform platform roadmap decisions

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree in IT/CS or related field

Tools

IT service management platform

Ticketing system

Job description

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 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.

Job Summary

The Senior Support Specialist, LaurelAI is the firm's dedicated platform owner and primary point of expertise for the Laurel.ai application, ensuring it operates effectively and delivers consistent value across the organization. This role bridges user experience and technology performance by providing responsive, solutions-oriented support and maintaining the highest standards of documentation and service quality. The Senior Support Specialist leads end-user enablement, monitors platform health through data-driven reporting, and communicates user insights to inform continuous improvement. This role is central to how Aprio operationalizes AI-powered tools to drive productivity, service quality, and firm-wide adoption.

What You'll Gain / Impact

• Opportunity to serve as the firm-wide owner of an AI-powered platform with direct impact on how technology enhances productivity across the organization
• Exposure to cross-functional collaboration with operations leaders, technology teams, and end users across the firm
• Ability to influence platform adoption, user enablement, and product improvement at scale
• Hands-on experience driving continuous improvement within a high-growth, innovation-focused professional services environment

Position Responsibiltiies

• Own the Laurel.ai application end-to-end, serving as the firm's subject matter expert and primary point of contact for platform support, adoption, and ongoing improvement
• Diagnose and resolve second-level application issues escalated from end users, applying structured troubleshooting methodologies to ensure accurate and efficient resolution
• Receive and respond to initial support requests via phone, email, and ticketing systems, delivering timely and professional service across all channels
• Maintain complete and consistent documentation of all service requests, incidents, and inquiries within the IT service management platform throughout the full ticket lifecycle
• Assess issue complexity and ...
• Monitor open tickets to ensure timely resolution; confirm resolution with end users and formally close all tickets upon completion
• Design and lead periodic training sessions that equip users with the knowledge and skills needed to utilize Laurel.ai effectively, including updates on new features and platform enhancements
• Produce, distribute, and analyze scheduled reports on application usage and platform performance; identify trends and follow up with operations leaders on findings requiring attention
• Capture and synthesize user needs, pain points, and feedback into clearly communicated inputs that drive product improvements and inform platform roadmap decisions

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience will be considered
• 3+ years of experience in application support, IT helpdesk, or a related technical support function
• Hands-on experience with an IT service management platform and structured ticketing system
• Strong analytical and problem-solving skills with a proven ability to diagnose and resolve technical issues accurately and efficientl
• yExcellent verbal and written communication skills, including the ability to translate technical concepts into clear, accessible language for non-technical audiences
• Demonstrated ability to prioritize and manage multiple service requests and competing demands in a fast-paced environment
• Preferred: Experience supporting AI-powered or SaaS-based enterprise applications
• Preferred: Demonstrated experience designing or facilitating end-user training or onboarding programs

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.