Senior Support Analyst

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

Job summary

A leading cloud ERP company seeks a Senior Support Operations Analyst to enhance customer satisfaction and improve support processes. The role involves analyzing support cases, mentoring analysts, and collaborating with product teams to drive improvements. Join a dynamic team focused on customer success and operational excellence.

Qualifications

• 3+ years’ experience with ERP or business application software.
• Excellent communication and presentation skills.
• Ability to work cross-functionally and prioritize tasks.

Responsibilities

• Analyze incoming cases volume to determine repeated issues.
• Develop action plans and present to stakeholders.
• Mentor and oversee the work of other support analysts.

Skills

Communication

Data Analysis

Problem-Solving

Education

Bachelor’s degree in business, IT, Engineering, or a related field

Tools

JIRA

Excel

Tableau

Power BI

Confluence

Job description

Company 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.

Company 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.

Job Description

Job Overview:

Senior Support Operations Analyst plays a crucial role in enhancing customer satisfaction and support efficiency. Senior Support Operations Analyst manages self-service resources, creates educational materials, designs and improves support processes and reports, and collaborates with various teams to improve customer experience with Acumatica products.

Another important area for support operations is the continuous improvement of customer experience with the product through finding and proactive informing the Development and Product Management team about potential product issues

Key Responsibilities

• Analyze incoming cases volume to determine repeated issues and patterns.
• Based on the outcome of the analysis, the senior support analyst develops the action plan, presents it to the stakeholders and drives its execution including but not limited to writing KB articles, working with engineering on addressing volume drivers and critical issues, improving supportability options of the product etc.
• Responsible for preparing and designing reports for Support.
• Conduct regular proactive communication with Product and Engineering teams to drive the product improvements, identify knowledge gaps that support team has, address communication gaps between support and engineering teams.
• Mentor and oversee the work of other support analysts.
• Work with SaaS, IT, and Business Systems groups to ensure the right instruments and systems are available for the support team and help the team work effectively.
• Other tasks as assigned.
  
  

Qualifications

Requirements:

• Bachelor’s degree in business, IT, Engineering, or a related field.
• 3+ years’ experience working with ERP or other business application software as a support engineer, analyst, or product manager.
• Understanding of product support and development processes
• Excellent communication and presentation skills, both written and verbal.
• Demonstrated ability to work cross-functionally, fostering collaboration and ensuring clear communication between partners and internal teams.
• Excellent search and data analysis skills, Hands-on experience with ticketing systems (e.g., JIRA), CRM platforms, and business‐intelligence/reporting tools (Excel, Tableau, Power BI, Confluence dashboards).
• Familiarity with cloud-based business software or ERP systems; ITIL or similar frameworks knowledge is a plus.
• Exceptional ability to prioritize competing priorities, high attention to details, strong problem-solving skills
• Self-motivated team player with the capacity to work independently in a dynamic environment.
  
  

Additional Information

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [e-mail]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Acumatica by 2x

Sign in to set job alerts for “Senior Support Analyst” roles.

Business Analyst (Distribution - Life Insurance)

Bilingual Implementation Business Analyst

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.