Contractor 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 Associate Manager, Application support. For this role, we're looking for people to cover Pacific Time zone (PDT).

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 Acumatica’s 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 customer's 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 Acumatica’s 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 Acumatica’s 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.

Requirements:

• Understanding of accounting principles and/or business practices.
• College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance).
• 5+ Years of Experience at an ERP company (preferably SaaS-based).
• Experience communicating with a global customer base via email, phone and live chat.
• Experience as an end-user 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 high-priority issues as a self-motivated and independent worker.

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