Sr Application Support Specialist - L1

Acumatica-posted 9 months ago
$88,000 - $100,000/Yr
Full-time • Entry Level
Seattle, WA
Professional, Scientific, and Technical Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

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.

  • Provide first level direct ERP 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.
  • 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 of 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.
  • Knowledge of customer service principles and practices are a plus.
  • 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 absolutely confidential with all matters.
  • Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook).
  • Open to candidates across USA and Canada, bonus if working on Pacific Time zone.
  • Salary range is $88,000-100,000 annually.
  • Eligible for additional rewards, including annual bonus and stock.
  • Opportunity to earn sales incentives based on revenue or utilization.
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Resume Examples
•
Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service