Sr Application Support Specialist - L1
Sr Application Support Specialist - L1
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What youll do:
As a Product Support Specialist 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 first level direct ERP 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/chat and web meetings.
- Establish and maintain a positive and professional relationship with clients.
- 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 the Service Desk 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 level II support and R&D.
- 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 :
What you need to succeed:
- Understanding of accounting principles and/or business practices
- College Degree (Information Technology Engineering Computer Science Accounting Finance)
- Experience delivering support via email phone and live chat
- 25 Years of Experience as an enduser of business management software like Acumatica Odoo SAP or NetSuite within Manufacturing Supply Chain or Distribution industries
- Experience coaching / mentoring teammates through complex support strategies and product functionalities
- Open to candidates across USA and Canada bonus if working on Pacific Time zone
- Knowledge of customer service principles and practices are a plus
- Work output must be detailed for the highest level of accuracy and quality
- Strong verbal and written communication skills
- 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
- Intermediate computer skills (i.e. Word Excel PowerPoint and Outlook)
Additional Information :
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 . This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.
For this role the salary range is $annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors including skills qualifications experience and other relevant elements.
At Acumatica certain roles are eligible for additional rewards including annual bonus and stock. These awards are allocated based on individual performance. In addition certain roles also have the opportunity to earn sales incentives based on revenue or utilization depending on the terms of the plan and the employees role.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
