Senior Application Support Specialist (L1)

Acumatica; Montreal; On-site; CAD 70,000 - 95,000; Full time

Job summary

A leading cloud ERP innovator seeks a Senior Application Support Specialist to ensure high customer satisfaction through technical support and consulting. This role requires interaction with partners, troubleshooting application issues, and maintaining positive client relationships. Candidates should have over 5 years of ERP experience, particularly in SaaS environments, and skills in mentoring support teams. This is an opportunity to join a vibrant community focused on innovation and growth.

Qualifications

• 5+ years of experience in an ERP environment, preferably SaaS-based.
• Strong understanding of accounting principles and business practices.
• Experience mentoring support teams and handling high-priority issues.

Responsibilities

• Provide first-level support to partners and customers, responding promptly within SLA objectives.
• Troubleshoot and analyze application issues via phone, chat, and web meetings.
• Document inquiries and issues, providing feedback to R&D and Professional Services.

Skills

Technical Support

Customer Communication

Problem Solving

Mentoring

Tools

Acumatica

Odoo

SAP

Netsuite

Job description

Senior Application Support Specialist (L1)

• Contract

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) with customers worldwide. Read what analysts like G2 and Info-Tech say about us.

Acumatica is designed to help small and midsized companies thrive in today's digital economy. Our industry-specific business management solution features intelligent workflows and market-leading usability to help companies manage risk, anticipate disruption, and seize opportunities. Our flexible licensing and deployment options give organizations control over their future.

We are more than a product; we are a community of partners, customers, and creators committed to innovation and growth. Owned by EQT Partners, Acumatica fosters a culture of passion, loyalty, and work/life balance, offering professional and financial growth opportunities.

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

Role: Senior Application Support Specialist

You will interact with partners and customers to ensure high satisfaction through technical support, mentoring, and consulting. This role reports to the Associate Manager, Application Support, and requires coverage for the Pacific Time zone (PDT).

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.
• Maintain positive relationships with clients.
• Analyze customer requirements and deliver solutions.
• Educate clients on product usage.
• Manage technical service requests, ensuring timely resolution and escalation when needed.
• Communicate proactively about product updates and support issues.
• Document inquiries and issues, providing feedback to R&D and Professional Services.
• Share best practices and participate in projects to enhance support.
• Create Knowledge Base articles for common issues.
• Understand accounting principles and business practices.
• Require 5+ years of experience in an ERP environment, preferably SaaS-based.
• Experience with global customer communication via email, phone, and chat.
• Experience with business management software like Acumatica, Odoo, SAP, or Netsuite, especially in Manufacturing, Supply Chain, or Distribution.
• Knowledge of inventory valuation methods (FIFO, Lot tracking).
• Experience mentoring support teams and handling high-priority issues independently.

Acumatica is an Equal Opportunity Employer. Qualified applicants will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodations, contact [emailprotected].