Application Support Specialist

Acumatica

About The Position

As an 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.

Requirements

Understanding of accounting principles and/or business practices
College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
Previous Experience in Support at an ERP company (preferably SaaS-based).
Technical and Functional knowledge of Finance, Payroll, Construction, Credit Card, Bank Feeds and Field Service.
Experience in account management or service and support.
Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
Must be comfortable with troubleshooting software, computer, and other IT related problems (ERP / accounting software systems like Dynamics SL, AX, NAV, SAP Business by Design, Everest, Sage, Business applications (CRM) etc.)
Work output must be detailed for the highest level of accuracy and quality.
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 and present a professional demeanor.
Must be flexible, reliable, trustworthy, and confidential with all matters.
Intermediate computer skills (i.e., Word, Excel, PowerPoint and Outlook)

Nice To Haves

Experience troubleshooting business software products a plus.
Knowledge of customer service principles and practices are a plus.

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.