ERP Technical Support Specialist

Requirements

• Serve as the first point of contact for new support cases submitted by clients seeking assistance.
• Troubleshoot and resolve all Tier 1 issues.
• Escalate cases, when appropriate, based on established escalation paths.
• Provide customer support through multiple channels, including meetings, virtual sessions, phone calls, emails, and messaging.
• Respond with urgency to time-sensitive client or internal requests.
• Advocate for client needs internally, collaborating with cross-functional teams as needed.
• Foster positive working relationships with our third party partners.
• Engage with Acumatica’s Open University and Support Portal to stay updated on product knowledge and be informed of new functions that can benefit all customers.
• Perform all other duties as assigned.