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The opportunity for you:

We are seeking a highly skilled and dynamic individual to join our team as an IT Operations and Support Associate. The ideal candidate will possess a blend of technical expertise, project management capabilities, strong communication skills, and a problem-solving approach rooted in customer-centricity. This role will be responsible for managing various aspects of IT operations, end-user IT and transactional support, vendor relationships, and ensuring a seamless technology operation within our organization.

What you'll do in a typical week:

• Lead on-site equipment maintenance, hardware, software and transactional support (both preventive and corrective via ticketing system), new employee onboarding, license assignment, user management, equipment inventory, etc.
• Lead the administration of zendesk CRM as our internal ticketing system to streamline support processes and ensure timely resolution of IT-related issues.
• Build, monitor and enforce IT support Service Level Agreements (SLAs) to maintain high-quality user experiences.
• Support the implementation and optimization of process automation using cloud tools such as Jumpcloud, Google Workspace, Zapier, Celigo, Snowflake, other SaaS and internal TMS.
• Assist with discussions with SaaS vendors, negotiate contracts, and oversee the procurement process for SaaS purchases and renewals securing on-time process execution.
• Execute SQL queries to extract data insights that assist in resolving operational issues and optimizing IT processes.
• Drive projects aimed at improving IT operations and delivering value to the organization based on insights gathered from support activities leading or collaborating with different team roles.

What you know:

• Minimum 5 years of experience in IT operations and/or IT support teams (helpdesk), preferably in startup environments, logistics, or transportation companies.
• Proven track record of problem-solving with a customer-centric approach, ensuring that IT solutions meet the needs and expectations of end-users.
• Excellent written and verbal communication skills, with the ability to effectively convey technical concepts to non-technical stakeholders.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and requirements.
• Demonstrated ability to manage multiple projects concurrently, prioritize tasks, and meet deadlines.
• Strong negotiation skills and experience in managing vendor relationships to optimize value and service quality.
• Proficiency in using cloud tools such as Google Workspace, Jumpcloud, Notion, Zapier, Celigo and Zendesk.
• Experience with ERP Netsuite (preferred) and familiarity with HubSpot CRM.
• SQL Experience
• Fluency in English is required.

Who you are:

• You move with speed. You move incredibly fast, making decisions and overcoming obstacles with speed. You are not afraid of working with different stakeholders or getting into the nitty-gritty to ensure our efforts are implemented and have the highest impact.
• You are disciplined and organized. You have a proven ability to balance multiple priorities effectively & meet deadlines. Your best weapons are organization, accuracy, and attention to detail.
• You are a great communicator. Excellent oral and written communication skills, including the ability to interact with customers by phone & email. Proficiency in English and Spanish is a must.
• You are self-driven and proactive. You are a self-starter who is not afraid to step out of your comfort zone in the quest for improvement and innovation.
• You have a low ego. Collaboration is your best method. You don’t care or remember who came up with the best idea. We always work as a unique Nuvocargo Team.
• You find joy in excellence. You love doing things the right way and are always looking for both incremental and critical ways to improve your work, your team, and your processes.

What we offer:

• A unique & fun culture at the intersection of the freight and technology industries as well as between the USA and Latin American work cultures.
• Above market salary, benefits, and a robust employee stock ownership program to make you an owner and partner of the business.
• Remote-first location strategy and allows you to work from wherever. Hybrid office / work from home model that allows for flexibility and collaboration time in our Polanco / New York City office. Beautiful modern Polanco office space that is perfect for collaboration.
• A chance to join the ground floor of a well-funded, fast-growing startup that is modernizing a trillion dollar industry critical to the global economy.

Nuvocargo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.