Senior Support Analyst
Senior Support Analyst
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Job Description
Job Overview:
Senior Support Operations Analyst plays a crucial role in enhancing customer satisfaction and support efficiency. Senior Support Operations Analyst manages selfservice resources creates educational materials designs and improves support processes and reports and collaborates with various teams to improve customer experience with Acumatica products.
Another important area for support operations is the continuous improvement of customer experience with the product through finding and proactive informing the Development and Product Management team about potential product issues
Key Responsibilities:
Analyze incoming cases volume to determine repeated issues and patterns.
Based on the outcome of the analysis the senior support analyst develops the action plan presents it to the stakeholders and drives its execution including but not limited to writing KB articles working with engineering on addressing volume drivers and critical issues improving supportability options of the product etc.
Responsible for preparing and designing reports for Support.
Conduct regular proactive communication with Product and Engineering teams to drive the product improvements identify knowledge gaps that support team has address communication gaps between support and engineering teams.
Mentor and oversee the work of other support analysts.
Work with SaaS IT and Business Systems groups to ensure the right instruments and systems are available for the support team and help the team work effectively.
Other tasks as assigned.
Qualifications :
Requirements:
Bachelors degree in business IT Engineering or a related field.
3 years experience working with ERP or other business application software as a support engineer analyst or product manager.
Understanding of product support and development processes
Excellent communication and presentation skills both written and verbal.
Demonstrated ability to work crossfunctionally fostering collaboration and ensuring clear communication between partners and internal teams.
Excellent search and data analysis skills Handson experience with ticketing systems (e.g. JIRA) CRM platforms and businessintelligence/reporting tools (Excel Tableau Power BI Confluence dashboards).
Familiarity with cloudbased business software or ERP systems; ITIL or similar frameworks knowledge is a plus.
Exceptional ability to prioritize competing priorities high attention to details strong problemsolving skills
Selfmotivated team player with the capacity to work independently in a dynamic environment.
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.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
