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L1 Support Specialist
Job Description
The L1 Support Specialist will be responsible for troubleshooting, diagnosing, and resolving complex software issues, providing support and training to end-users, and ensuring customer satisfaction through effective problem-solving that helps our clients harness the full potential of Acumatica ERP. This role requires excellent technical, communication, and problem-solving skills and offers the opportunity to work closely with a range of clients to make a tangible impact on their success.
Benefits:
- Health insurance, dental, and vision coverage.
- Employer-paid short-term and long-term insurance, as well as life insurance.
- Paid time off, including 11 paid holidays and philanthropy time.
- Generous 401(k) contribution, profit sharing options.
Responsibilities
- Act as the primary point of contact for clients, addressing inquiries, concerns, and providing proactive support to address potential issues before they escalate.
- Develop and maintain strong relationships with clients, ensuring their needs and expectations are met and exceeded.
- Collaborate with internal teams to identify, track and communicate client issues and improve service delivery.
- Conduct regular check-ins with clients to gather feedback and ensure ongoing satisfaction.
- Identify opportunities for upselling or cross-selling additional products/services that may benefit the client.
- Maintain detailed records of client interactions, ensuring all information is up to date and accurate.
- Advocate on behalf of clients within the company to ensure their feedback and requirements are understood and implemented.
Prerequisites
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Proven experience in supporting ERP software, providing technical support, with a preference for candidates with Acumatica ERP knowledge.
- Excellent interpersonal and communication skills, both written and verbal, to deliver clear solutions and a positive customer experience.
- Ability to effectively manage & prioritize multiple support requests simultaneously.
- Strong analytical and problem-solving skills and ability to diagnose complex issues quickly and effectively.
Preferred Skills:
- Knowledge of Acumatica or other ERP systems of similar size and functionality.
- Familiarity with cloud-based platforms or SaaS products.
Let's grow together.
L1 Support Specialist
The L1 Support Specialist will be responsible for troubleshooting, diagnosing, and resolving complex software issues, providing support and training to end-users, and ensuring customer satisfaction through effective problem-solving that helps our clients harness the full potential of Acumatica ERP.
Client Advocate
As a Client Advocate, you will serve as the main point of contact for clients, ensuring they receive top-quality service, support, and guidance throughout their journey with our company. You will work to build and maintain strong, positive relationships with clients by actively addressing their needs, advocating for their interests, and ensuring satisfaction with our products/services.
Implementation Specialist
The Implementation Specialist is responsible for ensuring the successful deployment, integration, and adoption of Acumatica ERP for our clients. This position requires strong technical skills, excellent communication abilities, and a focus on customer satisfaction.