ERP Technical Support Specialist

SVA | A Professional Services Company

full-time

Posted on: 1/14/2026

Location Type: Remote

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About the role

Serve as the first point of contact for new support cases submitted by clients seeking assistance.
Troubleshoot and resolve all Tier 1 issues. Document activity, root cause analyses, and resolutions.
Escalate cases, when appropriate, based on established escalation paths. Monitor direct escalations for follow-up and to ensure timely resolution.
Provide customer support through multiple channels, including meetings, virtual sessions, phone calls, emails, and messaging.
Respond with urgency to time-sensitive client or internal requests.
Advocate for client needs internally, collaborating with crossfunctional teams as needed.
Foster positive working relationships with our third party partners.
Engage with Acumatica’s Open University and Support Portal to stay updated on product knowledge and be informed of new functions that can benefit all customers.
Perform all other duties as assigned.

Bachelor’s degree in Business, Finance, Accounting, Computer Science, or related field.
2+ years of experience in technical customer support (ERP/Acumatica experience highly preferred)
1+ year of experience with managing support queues in CRMs and/or ticketing systems (Acumatica Case Management experience highly preferred)
Demonstrated ability to learn new software solutions quickly.

Benefits

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

technical customer supporttroubleshootingroot cause analysiscase managementsoftware solutions

communicationcollaborationrelationship buildingurgencyadvocacy