Contractor Senior Application Support Specialist (L1)

• 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.

• 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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