Nucleus Software

Customer Support

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with your manager and appropriate stakeholders to ensure efficient use of resources, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Other duties as assigned.

Support Specialist – Bilingual

Growth Marketing

• Partner closely with the CEO to develop and execute business development strategies aligned with company priorities.
• Translate high-level growth ideas into clear plans, timelines, and execution steps.
• Research new markets, service lines, partnerships, and expansion opportunities.
• Track industry trends, competitors, and emerging opportunities.
• Support outbound and inbound business development initiatives.
• Coordinate prospecting efforts, pipeline tracking, and follow-ups.
• Prepare briefs, proposals, pitch decks, and strategic materials.
• Maintain CRM data accuracy and reporting.
• Support development and management of strategic partnerships.
• Coordinate meetings, follow-ups, and relationship tracking.
• Help identify referral, alliance, and ecosystem opportunities.
• Monitor KPIs related to growth, pipeline, and conversion.
• Prepare regular summaries and insights for the CEO.
• Identify patterns, bottlenecks, and opportunities for improvement.
• Work with marketing, operations, and leadership to align growth initiatives.
• Ensure business development efforts are operationally realistic and scalable.

Support Specialist – Bilingual

Growth Coordinator