Full-Time Sr Application Support Specialist - L1

What you’ll do: As a Product 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.

Roles and Responsibilities:

• Provide first level direct ERP support to partners and customers.
• Become highly proficient with using Acumatica’s product suite.
• Troubleshoot and analyze application-related issues and solve problems.
• 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.
• Manage client technical service requests.
• Ensure timely resolution of customer issues, escalating when necessary.
• Ensure clients receive responses to requests within service level response times.
• Communicate proactively with accounts.
• Using the Service Desk application, properly reproduce and document client inquiries and problems.
• Share best practices with team members to enhance the quality and efficiency of client support.
• Participate in individual or team projects.
• Document client inquiries and problems and provide feedback to Acumatica’s level II support and R&D.
• Collaborate with other cross-functional team members.
• Create Knowledge Base articles for repetitive issues.

What you need to succeed:

• Understanding of accounting principles and/or business practices
• College Degree
• Experience delivering support via email, phone and live chat
• 2-5 Years of experience as an end-user of business management software
• Experience coaching / mentoring teammates
• Knowledge of customer service principles and practices
• Strong verbal and written communication skills
• Detail oriented and excellent multi-tasking skills
• Exceptional interpersonal and organizational skills
• Must work well in a team environment
• Must be flexible, reliable, trustworthy, and absolutely confidential
• Intermediate computer skills (Word, Excel, PowerPoint, Outlook)

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