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Acumatica logo
Acumatica

Acumatica Cloud ERP | Connected Business. Delivered.

Application Support Specialist

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 501-1,000Since 2008H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

65 days ago

Salary

0

Seniority

Senior

Bachelor DegreeEnglishERP

Job Description

Application Support Specialist

Acumatica

• 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

Job 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
  • Experience troubleshooting business software products a plus
  • 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.)
  • 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 confidential with all matters
  • Intermediate computer skills (i.e., Word, Excel, PowerPoint and Outlook)

Benefits

  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
  • Bonuses
  • Stock options
  • Equipment allowances
  • Wellness programs

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