Responsibilities
• Log-in and manage client support cases. Provide direct assistance or escalate to the appropriate internal resource, Acumatica support, or Third-party solution provider.
• Manage/ Update Acumatica Client Version control in our CRM and scheduling clients for planned upgrades. Assist with client upgrades by publishing customizations and updating necessary client settings after-hours.
• Regularly review new version release notes and bug fixes, and update staff as to important issues.
• As a member of the Acumatica ERP Team, provide implementation assistance to clients as requested by Project Managers. This may include creating / modifying generic inquiries, reports and forms, dashboards, business events, import scenarios, and other tasks.
Qualifications and Requirements
• Previous experience in troubleshooting software, computer, and other IT related problems: cloud-based ERPs, preferably Acumatica; Sage Intact, Microsoft Business Central, and NetSuite also acceptable
• Prior experience in manufacturing, distribution or e-commerce
• Has a customer first approach with the ability to solve problems and troubleshoot independently and with support.
• Clear and coherent in both written and verbal communication skills, with the ability to explain technical concepts clearly to clients and colleagues.
• Ability to work both independently and as part of a team, managing multiple tasks simultaneously.
• Comfortable in a fast-paced environment with shifting priorities.
• Effective time management and organizational abilities to handle multiple client requests and tasks.
• Self-motivated, proactive, and a team player with excellent interpersonal skills to build lasting relationships with clients and colleagues.
