Acumatica Support Consultant
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Job Description
Support Consultant providing Acumatica application support for client issues and ensuring customer satisfaction. Collaborating with teams to resolve requests and improve processes.
Responsibilities:
- 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
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