ERP Technical Support Specialist

SVA Careers • Madison, WI

4d • Hybrid

About The Position

About SVA Consulting: SVA Consulting is committed to delivering exceptional customer experiences through innovative business solutions and strategic support. We collaborate with clients to understand their unique challenges, offering tailored post-implementation support that empowers them to achieve operational excellence. Our team is at the intersection of business and technology, fostering a culture of continuous improvement, collaboration, and growth. At SVA, you’ll have the opportunity to develop your skills, build meaningful relationships, and contribute to transforming the way our clients manage corporate performance. Job Description: SVA Consulting is seeking a client-centric ERP Technical Support Specialist to serve as the frontline Help Desk resource for SVA Consulting’s clients. This position serves as the initial point of contact for end users who require assistance with day-to-day ERP system functionality, basic system configuration, and general troubleshooting. The ERP Technical Support Specialist plays a critical role in delivering a positive client experience by providing timely, accurate, and professional support while ensuring issues are properly documented and resolved or escalated. This role focuses on resolving common functional and basic technical issues, answering “how-to” questions, and guiding users through best practices. When issues exceed Tier 1 scope, the ERP Technical Support Specialist gathers all necessary information, documents findings clearly, and escalates cases efficiently to Tier 2 / Tier 3 consultants or development teams to ensure prompt resolution. The ideal candidate is highly customer-focused, organized, and analytical, with a strong interest in business processes and providing top notch customer experiences. This position is well-suited for individuals looking to build a career in consulting, support, or business systems analysis within a fast-paced working environment. This is an hourly role, and may be fully remote or hybrid/onsite at either our Madison, WI or Brookfield, WI locations.

Requirements

• Bachelor’s degree in Business, Finance, Accounting, Computer Science, or related field.
• 2+ years of experience in technical customer support (ERP/Acumatica experience highly preferred)
• 1+ year of experience with managing support queues in CRMs and/or ticketing systems (Acumatica Case Management experience highly preferred)
• Demonstrated ability to learn new software solutions quickly.

Responsibilities

• Serve as the first point of contact for new support cases submitted by clients seeking assistance.
• Troubleshoot and resolve all Tier 1 issues. Document activity, root cause analyses, and resolutions.
• Escalate cases, when appropriate, based on established escalation paths. Monitor direct escalations for follow-up and to ensure timely resolution.
• Provide customer support through multiple channels, including meetings, virtual sessions, phone calls, emails, and messaging.
• Respond with urgency to time-sensitive client or internal requests.
• Advocate for client needs internally, collaborating with crossfunctional teams as needed.
• Foster positive working relationships with our third party partners
• Engage with Acumatica’s Open University and Support Portal to stay updated on product knowledge and be informed of new functions that can benefit all customers.
• Perform all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level