Senior Application Support Specialist (L1)

As a Senior Application 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. This role reports to the Manager Application support. 

Roles and Responsibilities: 

• 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 application-related 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/on-line 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 cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues. 

Qualifications :

• Understanding of accounting principles and/or business practices. 

• College Degree (Information Technology Engineering Computer Science Accounting Finance). 

• Experience communicating with a global customer base via email phone and live chat. 

• Basic familiarity with ERP and accounting functionality.

• Experience with active directory and SMTP client setup.

• Experience with SQL and SSMS for data retrieval.

• Azure knowledge is required.

• Experience coaching / mentoring teammates through complex support strategies and product functionalities. 

• Experience handling high-priority issues as a self-motivated 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 e-mail . 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. 

Remote Work :

Yes

Employment Type :

Full-time