L2 Product Support Specialist

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, 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:

• Share best practices with team members to enhance the quality and efficiency of client support.
• 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.
• Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
• Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
• Create Knowledge Base articles for repetitive issues.
• 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.
• 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.
• Become highly proficient with using Acumatica’s product suite.
• Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices.
• Establish and maintain a positive and professional relationship with clients and partners.
• 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.

What you need to succeed:

• Exceptional interpersonal and organizational skills.
• Must be flexible, reliable, trustworthy, and absolutely confidential with all matters.
• Strong verbal and written communication skills.
• Knowledge of customer service principles and practices are a plus.
• Strong computer skills (i.e. Word, Excel, PowerPoint and Outlook).
• Experience with writing SQL scripts, be comfortable working with MS SQL databases to troubleshoot data-related issues.
• College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance).
• Experience in account management or service and support.
• Must work well in a team environment and present a professional demeanor.
• Detail oriented and excellent multi-tasking skills.
• Understanding of accounting principles and/or business practices.
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
• Experience troubleshooting business software products required.
• 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.).

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.

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