Full-Time Sr. ERP Application Support Specialist- L1 (Distribution)

What you’ll do: As a Product Support Specialist, you will directly interact with partners and customers, ensuring high customer satisfaction through technical mentoring, coaching, consulting, acting as a client advocate to resolve issues, improve process, and the application.

Roles and Responsibilities:

• Provide first-level direct ERP support to partners and customers, responding promptly to inquiries within Service Level Agreement objectives.
• Become highly proficient with Acumatica’s product suite.
• Troubleshoot and analyze application-related issues, solving problems over phone/chat and web meetings.
• Establish and maintain positive and professional client relationships.
• Analyze customer business and technical requirements to deliver appropriate solutions.
• Provide continuing education to clients on using Acumatica products effectively.
• Manage client technical service requests, ensuring timely resolution, escalating when necessary.
• Ensure clients receive responses to requests within service level response times.
• Communicate proactively with accounts regarding product, program information, supportability issues, and strategic product plans.
• Using the Service Desk application, reproduce and document client inquiries and reported problems; provide feedback to Acumatica’s R&D and Professional Services & Consulting departments.
• Share best practices with team members to enhance support quality and efficiency.
• Participate in individual or team projects to expand client support offerings.
• Document client inquiries and problems, providing feedback to Acumatica’s level II support and R&D.
• Collaborate with cross-functional teams to discuss customer issues and resolutions, sharing best practices.
• Create Knowledge Base articles for repetitive issues.

What you need to succeed:

• Understanding of accounting principles and/or business practices
• College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
• Experience delivering support via email, phone, and live chat (2-5 years)
• Experience as an end-user of business management software like Acumatica, Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries
• Experience coaching/mentoring teammates through complex support strategies and product functionalities
• Open to candidates across USA and Canada, bonus for Pacific Time zone
• Knowledge of customer service principles and practices (preferred)
• Detailed work output for accuracy and quality
• Strong verbal and written communication skills
• Detail-oriented, excellent multi-tasking skills
• Exceptional interpersonal and organizational skills
• Teamwork, professional demeanor, flexibility, reliability, trustworthiness, and confidentiality
• Intermediate computer skills (Word, Excel, PowerPoint, Outlook)

What is the last date for applying to the job?

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