Senior Application Support Consultant - L1 Distribution
Senior Application Support Consultant - L1 Distribution
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
Job Description
- Provide first 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/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 :
- 5 Years of Experience at an ERP company (preferably SaaSbased).
- Experience communicating with a global customer base via email phone and live chat.
- Experience as an enduser of business management software like Acumatica Odoo SAP or Netsuite within Manufacturing Supply Chain or Distribution industries
- Familiarity with inventory valuation methods and strategies (e.g. FIFO Lot tracking)
- Experience coaching / mentoring teammates through complex support strategies and product functionalities.
- Experience handling highpriority issues as a selfmotivated and independent worker.
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 .
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
