Acumatica Support Consultant

Role Overview

• 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.

Tech Stack

• ERP

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