Senior Application Support Consultant - L2 - Platform SQL query optimization

As a Level 2 Application Support Consultant you will directly interact with our partners and customers ensuring the highest level of customer satisfaction through technical mentoring coaching and consulting services as well as acting as a client advocate to resolve issues and to improve process and the application.

Roles and Responsibilities:

• Provide second level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.
• Become highly proficient with using Acumaticas product suite.
• Troubleshoot and analyze applicationrelated issues and solve problems over phone and web meetings.
• Establish and maintain a positive and professional relationship with clients and partners. 
• Analyze customers business and technical requirements and deliver appropriate solutions.
• Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
• Manage client technical service requests. Ensure timely resolution of customer issues escalating when necessary. Ensure clients receive responses to phone/online requests within service level response times as specified per contractual agreements and in service delivery plans.
• Communicate proactively with accounts regarding product and program information supportability issues and strategic product plans where appropriate.
• Using Acumatica CRM application properly reproduce and document client inquiries and reported problems and provide feedback to Acumaticas R&D and Professional Services & Consulting departments. 
• Share best practices with team members to enhance the quality and efficiency of client support.
• Participate in individual or team projects as needed to expand client support offerings. Document client inquiries and reported problems and provide feedback to Acumaticas Engineering.
• Collaborate with other crossfunctional team members to discuss customer issues and resolutions and to share best practices.
• Create Knowledge Base articles for repetitive issues.

Qualifications :

• At least 5 years of experience in Application Support
• Understanding of accounting principles and/or business practices.
• Experience in account management or service and support.  Experience troubleshooting business software products a plus
• College Degree (Information Technology Engineering Computer Science Accounting Finance).
• Ability to deliver quality service and problemsolving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
• Previous experience in troubleshooting software computer and other IT related problems (ERP / accounting software systems like Dynamics SL AX NAV SAP Business By Design Everest Sage Business applications (CRM) etc..
• Knowledge of customer service principles and practices are a plus.
• Strong verbal and written communication skills.
• Experience with writing SQL scripts be comfortable working with MS SQL databases to troubleshoot datarelated issues and performance related issues.
• Detail oriented and excellent multitasking skills.
• Exceptional interpersonal and organizational skills.
• Must work well in a team environment and present a professional demeanor.
• Must be flexible reliable trustworthy and absolutely confidential with all matters.

• Preferred:

• Azure knowledge is a plus
• Basic familiarity with ERP and accounting functionality
• Knowledge of server related functionality (IIS Active Directory)
• Experience with integration with external services (Exchange SalesForce Hubspot)

Additional Information :

• Industry competitive salary
• Comprehensive Health & Life insurances  
• Exposure to working with distributed global teams
• Paid paternity leave

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please email .