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Product Support Specialist
3 months ago
Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth.
Built on the world's best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform.
In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations' unique strengths, and support their clients by following them anywhere on any device.
Acumatica's culture is casual and high-energy. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. We're hiring for an L2Product Support Specialist for our Support TeamThis is a perfect role for a person who enjoys troubleshooting complex issues, is passionate about new technologies, who wants to grow with Acumatica and be part of strong engineering team
As a Level 2 Product Support Specialist (distribution/ecommerce/manufacturing), you will directly interact with our partners and customers ensuring the highest level of customer satisfaction through technical mentoring, coaching and consulting services, as well as acting as a client advocate to resolve issues, and to improve process and the application.
Provide second level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.
Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings.Analyze customer's business and technical requirements and deliver appropriate solutions.
Manage client technical service requests.
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 Acumatica CRM 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. College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance).
Experience in account management or service and support.
Experience troubleshooting business software products required.
Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
Must becomfortable 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.Experience with writing SQL scripts, be comfortable working with MS SQL databases to troubleshoot data-related issues.
Must be flexible, reliable, trustworthy, and absolutely confidential with all matters.
Strong computer skills (i.e., Word, Excel, PowerPoint and Outlook).
Basic Business English is required for this role.
You understand and agree that completing and passing Acumatica Product Support Training Program to obtain your certification within 45 days of your date of hire is a bona fide requirement for this position; you will have no more than two attempts to pass the relevant test.
You also understand and agree that your employment will be immediately terminated if you fail to become certified within the delays set forth above.
For the avoidance of doubt, passing these courses, however, does not constitute a guarantee of continued employment for any period of time.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail .This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online.
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