Application Support Consultant L1 Distribution

Were hiring Application Support Consultant L1 for our Distribution & Supply Chain Team.

What youll do: 

As an Application Support Consultant 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 first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives
• Become highly proficient with using Acumaticas product suite.
• Troubleshoot and analyze applicationrelated issues and solve problems over phone/chat and web meetings.
• Establish and maintain a positive and professional relationship with clients. 
• Analyze customers 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/online 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 the Service Desk application properly reproduce and document client inquiries and reported problems and provide feedback to Acumaticas 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 Acumaticas level II support and R&D.
• Collaborate with other crossfunctional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues.

Qualifications :

• Understanding of distribution & supply chain process accounting principles and/or business practices.
• College Degree (Supply Chain Management Manufacturing Information Technology Engineering Computer Science Accounting Finance)
• At least 2 years experience in a similar role.
• Experience in account management or service and support. 
• Experience troubleshooting business software products a plus.
• Ability to deliver quality service and problemsolving 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.
• Work output must be detailed for the highest level of accuracy and quality.
• Strong verbal and written communication skills.
• Detail oriented and excellent multitasking 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.
• Intermediate computer skills (i.e. Word Excel PowerPoint and Outlook)

Preferred:

• Familiar with SMTP client setup
• Familiar with SQL and SSMS for data retrieval
• Azure knowledge is a plus
• Basic familiarity with ERP and accounting functionality

Additional Information :

Work Perks: 

• Industry competitive salary
• Comprehensive Health & Life insurances  
• Hybrid working
• Office lunch
• Exposure to working with distributed global teams
• Paid paternity leave

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

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 email .