As an Application 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:
- Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.
- Become highly proficient with using Acumatica鈥檚 product suite.
- Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings.
- Establish and maintain a positive and professional relationship with clients.
- Analyze customer's business and technical requirements and deliver appropriate solutions.
- Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
- 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.
- Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
- Using the Service Desk application, properly reproduce and document client inquiries and reported problems and provide feedback to Acumatica鈥檚 R&D and Professional Services & Consulting departments.
- Share best practices with team members to enhance the quality and efficiency of client support.
- Participate in individual or team projects, as needed, to expand client support offerings. Document client inquiries and reported problems and provide feedback to Acumatica鈥檚 level II support and R&D.
- Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues.