Product Support Specialist-L2
1 month ago
Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us. 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 are passionate about our product and our mission and we are loyal to each other and our company.
We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.
We’re hiring for an L2 Product Support Specialist for our Support Team
This 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
What you’ll do:
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.
Roles and Responsibilities:
Provide second 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 and partners.
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 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. Document client inquiries and reported problems and provide feedback to Acumatica’s Engineering.
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.
What you need to succeed:
Understanding of accounting principles and/or business practices.
College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance).
Experience in account management or service and support.
Experience in ERP support is required.
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 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.
Strong verbal and written communication skills.
Experience with writing SQL scripts, be comfortable working with MS SQL databases to troubleshoot data-related issues.
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.
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.
Acumatica is an Equal Opportunity Employer. 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 HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online.
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