i-Tech Support, Inc.

Manager

• Oversee internal case management system and distribution of case work to team members
• Manage Level 1 support team and provide training on support best practices, enhanced customer satisfaction and support issue questions
• Provide Level 2 assistance on support issues, new work requests and no-code customizations as requested
• Manage client version upgrades by monitoring upcoming expirations, communicating with clients on upgrade plan, setting up test environments and ensuring upgrade deadlines are met
• Develop and utilize dashboards to help monitor case SLAs and trends and communicate with team on status
• 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.
• Regularly review new version Release Notes and Bug Fixes and update staff as to important issues. Attend Acumatica support webinars or third-party industry educational webinars. Complete and stay up to date with Acumatica badge certifications.
• Establish and maintain a positive and professional relationship with clients

ERP Support Manager