Application Support Consultant – Platforms

Roles and 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 Test 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.

• Extensive experience with IT systems, networks, and related technologies.
• College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
• At least 2 years’ experience in a similar role.
• 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 absolutely confidential with all matters
• Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)