Triage support requests in the appropriate Request tracking systems
Provide functional application support for Acumatica, and integration and ISV products by working directly with clients to gather replication details.
Own Support Requests until closure and ensure that Clients are receiving regular status updates.
This position requires hands on troubleshooting and resolution of requests.
Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers.
Perform all steps relevant to validate the client request and correctly identify the severity of the request.
Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.
Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests.
Ensure that proper processes are being adhered to and be able to report to the team lead and or team manager when improvements need to be made.
Evaluate the impact of the request on the Client, then be able to prioritize the importance
Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
Analyze and troubleshoot requests before escalating within Support team with the relevant details.
Work with management to document and provide content for a knowledgebase for easier reference on future Requests for all team members.
Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities,
Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality.

Requirements

Candidates have worked in a role supporting Acumatica (2-4 years of experience) or similar ERP systems either as a Support Specialist or a Power User.
Practical and hands-on knowledge of Acumatica.
Specific experience should include but is not limited to, system administration and configuration setups, transaction processing including bank reconciliations and year end closing.
Hands-on experience working in a Ticket Management tool
Professional Services Background, developing solutions to solve complex business challenges using technology tools.
Proven ability to manage conflicting priorities and set clear expectations with customers and internal stakeholders.
A strong interest in the use of system solutions to improve performance in an operational environment.
Zeal to learn and acquire new skills.
College degree in Accounting, Business Management, Information Systems or related discipline from an accredited college or university preferred.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
8 Paid Holidays per year, including 1 floating holiday

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AcumaticaERP systemssystem administrationconfiguration setupstransaction processingbank reconciliationsyear end closingtroubleshootingticket managementfunctional application support

Soft Skills

client servicecommunicationproblem-solvingrelationship buildingprioritizationresponsivenessprofessionalismadaptabilitycollaborationtime management