Senior Support Analyst

Acumatica; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading innovator in cloud ERP seeks a Senior Support Operations Analyst to enhance customer satisfaction and support efficiency. This role involves managing resources, creating educational materials, and collaborating with teams to improve customer experience. The ideal candidate will have a strong background in ERP applications, excellent communication skills, and a passion for continuous improvement.

Qualifications

• 3+ years of experience with ERP or similar business applications.
• Understanding of product support and development processes.

Responsibilities

• Analyze incoming case volume to identify recurring issues.
• Engage in regular proactive communication with Product and Engineering teams.
• Mentor and oversee other support analysts.

Skills

Communication

Data Analysis

Problem Solving

Education

Bachelor’s degree in Business, IT, Engineering

Tools

JIRA

Excel

Tableau

Power BI

Confluence

Job description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

Position Overview

The Senior Support Operations Analyst plays a crucial role in enhancing customer satisfaction and support efficiency. This role involves managing self-service resources, creating educational materials, designing and improving support processes and reports, and collaborating with various teams to improve the customer experience with Acumatica products.

An important aspect of support operations is the continuous improvement of customer experience by identifying potential product issues and proactively informing the Development and Product Management teams.

Key Responsibilities

1. Analyze incoming case volume to identify recurring issues and patterns.
2. Develop action plans based on analysis, present to stakeholders, and drive execution, including writing knowledge base articles, collaborating with engineering to address volume drivers, and enhancing supportability features.
3. Prepare and design support reports.
4. Engage in regular proactive communication with Product and Engineering teams to drive product improvements, identify knowledge gaps, and improve communication between support and engineering.
5. Mentor and oversee other support analysts.
6. Coordinate with SaaS, IT, and Business Systems groups to ensure support systems are effective.
7. Perform other tasks as assigned.

Qualifications

• Bachelor’s degree in Business, IT, Engineering, or a related field.
• 3+ years of experience with ERP or similar business applications in support, analysis, or product management roles.
• Understanding of product support and development processes.
• Excellent communication and presentation skills, both written and verbal.
• Ability to work cross-functionally and foster collaboration.
• Strong data analysis skills with experience in ticketing systems (e.g., JIRA), CRM platforms, and BI tools (Excel, Tableau, Power BI, Confluence).
• Familiarity with cloud-based ERP systems; ITIL knowledge is a plus.
• Strong prioritization, attention to detail, and problem-solving skills.
• Self-motivated team player capable of working independently in a dynamic environment.

Additional Information

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status. For accommodations, please email [emailprotected].