SupportNinja

Accounting Manager

• Maintain accurate financial records and prepare reports in compliance with government-mandated tax requirements and company accounting standards
• Process high volumes of accounts payable, accounts receivable, and general ledger transactions accurately and efficiently
• Reconcile accounts and bank statements, identifying and resolving discrepancies and escalating issues as needed
• Own account reconciliations through the month-end closing process
• Ensure adherence to Generally Accepted Accounting Principles (GAAP) and internal accounting controls
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

General Accounting Specialist

General

• Vetting & Eligibility Review: Daily review and processing of organization eligibility requests, address verifications, and name/identity checks through internal queues (EFT, Standard Vetting, Enhanced Vetting).
• Financial Operations & ACH/EFT Processing: Processes Electronic Funds Transfers (EFT) daily and handles ACH/NOC processing on a weekly cycle.
• Data Management & Reporting: Produces a daily operations snapshot and contributes data for the weekly slide deck and monthly metrics reporting package.
• Compliance & Risk Screening: Runs and reviews Membercheck batch scan results on a weekly basis to identify potential compliance flags.
• Support & Escalation Handling: Manages the Zendesk support ticket queue and the Requested Changes Queue daily.

Financial Underwriter – Seasonal

• Vetting & Eligibility Review: Daily review and processing of organization eligibility requests, address verifications, and name/identity checks through internal queues (EFT, Standard Vetting, Enhanced Vetting).
• Conducts in-house compliance reviews, manages the NPO Sync Queue, and performs one-off eligibility assessments as exceptions arise.
• Keeps the vetting playbook current with procedural updates.
• Financial Operations & ACH/EFT Processing: Processes Electronic Funds Transfers (EFT) daily and handles ACH/NOC processing on a weekly cycle.
• Reviews outstanding checks across all bank accounts, manages holds on organizations with stale or unresolved checks, and imports stale check data into TDS and Wells Fargo systems on a monthly basis.
• Data Management & Reporting: Produces a daily operations snapshot and contributes data for the weekly slide deck and monthly metrics reporting package.
• Maintains the DC file share to ensure records are organized and accessible.
• Periodically reviews upcoming Panorama CRM renewals to support account continuity.
• Compliance & Risk Screening: Runs and reviews Membercheck batch scan results on a weekly basis to identify potential compliance flags.
• Works within established vetting standards to ensure organizations meet eligibility requirements before funds are released or accounts are activated.
• Support & Escalation Handling: Manages the Zendesk support ticket queue and the Requested Changes Queue daily.
• Responds to escalations from Sales and Account Management teams via email and handles ad hoc compliance or eligibility questions.
• Participates in team stand-ups, one-on-ones, and cross-functional meetings.

Financial Underwriter

Support Engineer

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures

Technical Support Representative I

• Providing first-line technical support to our global customer base
• Monitoring and responding to support tickets through our ticketing system
• Performing initial troubleshooting and issue analysis
• Escalating complex issues to Tier 2 or Engineering when required
• Managing customer communication and ensuring timely updates in accordance with our SLA commitments
• Providing remote technical support to Field Service Engineers while they are working onsite at customer locations
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support)
• Work cross functionally to explain issues and escalate as needed
• Train customers on capabilities within the platform/product and best practices
• Help customers understand the platform and the tools that can help them propel their business forward
• Create the best customer experience in the industry

Technical Support Engineer – IoT, SaaS

Network Engineer

• Install, configure, maintain, and support network infrastructure, including routers, switches, firewalls, wireless networks, VPNs, and related technologies
• Monitor network performance, availability, capacity, and security to ensure optimal operation and compliance with organizational standards
• Troubleshoot and resolve network, connectivity, routing, switching, wireless, and infrastructure-related issues in a timely manner
• Implement and maintain network configurations, including VLANs, routing protocols, IP addressing, and network segmentation
• Support network security initiatives through the implementation of access controls, authentication services, monitoring tools, and security best practices
• Maintain network servers, VPN gateways, intrusion detection systems, and other supporting network infrastructure components
• Analyze network performance trends and recommend improvements to enhance reliability, scalability, and operational efficiency
• Support deployment, configuration, maintenance, and upgrades of network hardware, software, and related systems
• Collaborate with Information Security, Infrastructure, Operations, and other stakeholders to ensure compliance with security requirements and technology standards
• Develop and maintain network documentation, diagrams, configuration records, and operational procedures
• Support technology migrations, infrastructure upgrades, system deployments, and business continuity initiatives as assigned
• Provide technical support and guidance related to network connectivity, infrastructure services, and communication systems
• Utilize network monitoring and management tools to proactively identify, investigate, and resolve issues
• Assist with vendor coordination, equipment procurement, warranty support, and technology lifecycle management activities as needed
• Identify opportunities to improve network performance, security, reliability, and operational effectiveness
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

IT Network Administrator

• Help customers understand the platform and the tools that can help them propel their business forward.
• You will work directly with end users to address questions or technical issues.
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support).
• Work cross functionally to explain issues and escalate as needed.
• Train customers on capabilities within the platform/product and best practices.
• Create the best customer experience in the industry.

Senior Technical Support Analyst, SaaS

SEO Marketing

• Provide exceptional content for dental and medical SEO clients
• Collaborate with SEO Analysts and Website Onboarding to execute content strategies
• Write and improve website copy including homepage content, procedural pages, and doctor bios
• Execute on content strategies developed by SEO Analysts
• Conduct research and competitive analysis to ensure content is accurate and high-quality
• Thoroughly proofread and self-edit all work before submission
• Apply SEO best practices to all content
• Track all projects and workflows in JIRA and HubSpot
• Communicate proactively with supervisor and stakeholders

SEO Content Writer – Seasonal

• Write and improve website copy including homepage content, procedural pages, doctor bios, Google Business Profile content, and patient review intro copy
• Execute on content strategies developed by our SEO Analysts, bringing briefs to life with compelling, accurate, and SEO-optimized writing
• Craft content that tells the story of each client’s practice and specialty in clear, approachable language
• Conduct research and competitive analysis to ensure content is accurate, differentiated, and high-quality
• Thoroughly proofread and self-edit all work before submission
• Apply SEO best practices to all content, integrating target keywords naturally and strategically
• Receive content briefs from SEO Analysts for SEO content assignments
• Receive customer questionnaires for homepage and custom content projects
• Track all projects and workflows in JIRA (tickets) and HubSpot (campaign information)
• Meet turnaround timelines: 1 week for time-sensitive requests, 2 to 3 weeks for standard requests
• Communicate proactively with your supervisor and stakeholders if timelines are at risk
• Collaborate directly with clients to understand their goals, brand, target audience, and practice details
• Maintain a professional, service-oriented approach in all client-facing interactions.

Customer Support

• Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as phone, email, or chat
• Provides in-depth information about products and services to customers
• Resolves complex customer issues in a timely and efficient manner
• Follows up with customers to ensure that their issues have been resolved to their satisfaction
• Properly and accurately document customer interactions in the organization’s CRM
• Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently
• Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Customer Service Representative II – Seasonal

• Ensure revenue enablement tools are correctly provisioned and supported (users, permissions, groups, licenses) in line with documented SOPs
• Keep request intake organized with clear status and timely responses
• Execute tasks associated with core tech stack.
• Execute routine hygiene and publish/maintenance tasks using documented SOPs
• Monitor support channels (e.g., Slack support channels) and the Notion request form.
• Log each request in Notion
• Maintain clear request status from intake through closure; provide timely updates.
• Escalate items outside SOPs or requiring approvals per the escalation guidelines.
• Submit and track vendor/IT tickets when needed; maintain a simple ticket log (status/ETA/impact) and document resolutions for repeat issues.
• Provision new users across core tools (Salesloft, Gong, Seismic, Leadbeam, Sales Nav, and Sendoso)
• Maintain roles/groups/permissions where allowed; keep team structure aligned (team swaps, vertical/segment changes).
• Offboard users by removing access and deactivating profiles per SOP and within SLA.
• Maintain license inventory (assigned vs. available) and report license needs to the Rev Enablement owner.
• Run monthly usage audits in core tools and share findings with stakeholders.
• Assign new hire learning paths/training where defined.
• Send reminders for incomplete lessons.
• Maintain content hygiene as assigned (naming conventions, tags, archiving/retiring per direction).
• Create Groups & Smart Groups
• Assign phone numbers and SMS capabilities as needed; support international number requests.
• Upload approved content and maintain naming conventions.
• Audit low-performing or rarely used cadences and share a summary; deactivate/archive only when instructed.
• Add keyword trackers as assigned.
• Input pre-written Smart Tracker / scorecard prompt content
• Post enablement updates to Slack using provided templates; schedule messages when requested.

System Support Specialist – Sales Operations

• Ensure industry best practices and methodologies are applied to deployment and migration of customer VMWare VeloCloud, firewall, route/switch, and data center networks
• Provide technical guidance and leadership to the customer and project management team and ensure project timelines are being met
• Act as the technical point of contact for the customer and provide migration and deployment services
• Work as part of a team that provides implementation & migration planning for new and existing customer projects
• Be responsible for leading all technical efforts to successfully migrate a new customer into the platform
• Provide implementation support, including advanced networking troubleshooting and health management of services migrating into the managed cloud
• Be a key factor in providing a great customer experience pre & post implementation
• Responsible for delivery of network implementation & optimization services as a post-sales engineer to clients
• Create or update Low-Level and High-Level designs of data center networks utilizing industry best practices
• Support delivery of network solutions including routers, switches, firewalls, load balancers, and other network hardware appliances including VMWare VeloCloud
• Oversee/perform new and existing equipment, hardware, and software upgrades
• Perform configuration, maintenance, and troubleshooting of customer managed hardware, software
• Monitor network performance and troubleshoot problem areas as needed
• Conduct research on network products, services, protocols, and standards to remain abreast of developments in the networking industry
• Provision new or existing customers and provide onboarding assistance
• Provide support on escalated trouble cases when necessary
• Familiarize with entire environment and execute initiatives to reduce failures, defects, and improve overall performance
• Document installations, procedures, and processes for use by other engineers and support
• On-call support is a requirement of this position.

Network Engineer II – SD-WAN

• Provide basic technical support to customers experiencing technical issues with their products or services.
• Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions.
• Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues.
• Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner.
• Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary.
• Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required).
• Interact with every customer with kindness, extreme professionalism, and a high level of empathy.
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty.
• Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon).
• Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system.
• Coordinate and communicate internally using Slack and proprietary internal communication tools.
• Collaborate cross-functionally with other departments as needed to resolve customer issues.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Perform other duties as assigned.

SaaS Technical Support Specialist – Email & Chat

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Technical Support Representative

Executive Assistant

• Manage and prioritize emails and phone calls, ensuring that important messages are relayed on time.
• Arrange and schedule meetings, record minutes as needed
• Prepare reports and presentations to help facilitate informed decision-making
• Support the Executive team with day-to-day administrative tasks including preparing business documents and month-end reports
• Scheduling and booking flights and hotels for the executive
• Project-management
• Perform other duties as assigned

General Accounting Specialist

Financial Underwriter – Seasonal

Financial Underwriter

Technical Support Representative I

Technical Support Engineer – IoT, SaaS

IT Network Administrator

Senior Technical Support Analyst, SaaS

SEO Content Writer – Seasonal

SEO Content Writer – Seasonal

Customer Service Representative II – Seasonal

System Support Specialist – Sales Operations

Network Engineer II – SD-WAN

SaaS Technical Support Specialist – Email & Chat

Technical Support Representative

Executive Assistant III – C-Level