Contractor Senior Application Support Specialist (L1)

As a Senior Application Support Specialist, you will interact with partners and customers ensuring satisfaction through technical mentoring and consulting, acting as a client advocate to resolve issues and improve processes.

Responsibilities:

• Provide first-level support to partners and customers.
• Troubleshoot application-related issues via phone/chat and web meetings.
• Establish professional relationships with clients.
• Analyze business and technical requirements and deliver solutions.
• Educate clients on effectively using Acumatica products.
• Manage client technical service requests and ensure timely resolution.
• Communicate proactively regarding product information and supportability issues.
• Document client inquiries and provide feedback to R&D.
• Share best practices with team members.
• Participate in team projects.
• Create Knowledge Base articles.

Requirements:

• Understanding of accounting principles and/or business practices.
• College Degree in IT, Engineering, Computer Science, Accounting, or Finance.
• 5+ years of experience at an ERP company (preferably SaaS-based).
• Experience communicating with a global customer base.
• Experience as an end-user of business management software.
• Familiarity with inventory valuation methods.
• Experience coaching teammates.
• Experience handling high-priority issues independently.

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