Application Support Specialist

Acumatica; Montreal; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading company in cloud ERP is seeking an Application Support Specialist to enhance customer satisfaction through technical support and mentoring. This role involves troubleshooting, educating clients, and managing service requests to ensure efficient use of their product suite.

Qualifications

• Understanding of accounting principles and/or business practices.
• Experience in support roles at ERP companies, preferably SaaS-based.

Responsibilities

• Provide first-level support to partners and customers.
• Troubleshoot and analyze application issues via phone, chat, and web meetings.
• Manage client service requests, ensuring timely resolution.

Skills

Communication

Troubleshooting

Customer Service

Education

College degree in IT, Engineering, Computer Science, Accounting, or Finance

Tools

Word

Excel

PowerPoint

Outlook

Job description

Join to apply for the Application Support Specialist role at Acumatica

Company Description

Acumatica is a leading innovator in cloud ERP with customers worldwide. Recognized by analysts like G2 and Info-Tech, we provide cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Our suite includes Financials, Distribution, CRM, and Project Accounting, built on a robust platform that supports full control and mobility across devices.

Our culture is casual, high-energy, and passionate about our mission. We value work/life balance, efficiency, simplicity, exceptional customer service, and making a difference. We offer significant professional and financial growth opportunities.

Learn more at: http://www.acumatica.com

Job Description

As an Application Support Specialist, you will interact directly with our partners and customers, ensuring high customer satisfaction through technical mentoring, coaching, consulting, and acting as a client advocate to resolve issues and improve processes and applications.

Roles And Responsibilities

• Provide first-level support to partners and customers, responding promptly within SLA objectives.
• Become proficient with Acumatica’s product suite.
• Troubleshoot and analyze application issues via phone, chat, and web meetings.
• Build positive, professional relationships with clients.
• Analyze customer business and technical needs to deliver suitable solutions.
• Educate clients on effectively using Acumatica products.
• Manage client service requests, ensuring timely resolution and escalation when needed.
• Communicate proactively about product updates, support issues, and strategic plans.
• Document inquiries and problems using the Service Desk application and provide feedback to R&D and Support teams.
• Share best practices to improve support quality and efficiency.
• Participate in projects to expand support offerings and create Knowledge Base articles for common issues.

Qualifications

To succeed, you should have:

• Understanding of accounting principles and/or business practices.
• College degree in IT, Engineering, Computer Science, Accounting, or Finance.
• Experience in support roles at ERP companies, preferably SaaS-based.
• Knowledge of Finance, Payroll, Construction, Credit Card, Bank Feeds, and Field Service modules.
• Support and troubleshooting experience with business software.
• Strong communication skills and ability to explain complex concepts clearly.
• Comfort with troubleshooting software and IT-related issues.
• Basic computer skills (Word, Excel, PowerPoint, Outlook).

Additional Information

Acumatica is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodations, contact [e-mail].

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development