Senior Application Support consultant - Distribution
HybridColombo, Western Province, Sri Lanka
Job Summary
Respond promptly to partner and customer inquiries via phone, chat, and web meetings to troubleshoot application issues and resolve problems within established Service Level Agreement objectives. Analyze customer business and technical requirements to deliver appropriate solutions while providing continuing education on Acumatica product usage. Manage client technical service requests, escalate issues when necessary, and use the Service Desk application to document inquiries and provide feedback to R&D and Professional Services. Establish and maintain positive relationships with clients by communicating proactively about product information and strategic plans. Share best practices with team members, create Knowledge Base articles for repetitive issues, and participate in projects to expand client support offerings.
Required Qualifications
- Understanding of accounting principles and/or business practices
- College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
- Experience in account management or service and support
- Experience troubleshooting business software products
- Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way
- Must be comfortable with troubleshooting software, computer, and other IT related problems (CRM, ERP / accounting software systems like Dynamics AX, Dynamics NAV, SAP, Oracle EBS, JD Edwards, Everest, Sage, Odoo, Siebel, or basic business-related software)
- Knowledge of Tiered Support Structure (L1-3) and Case Escalation Processes
- Work output must be detailed for the highest level of accuracy and quality
- Strong verbal and written communication skills
- Detail oriented and excellent multi-tasking skills
- Exceptional interpersonal and organizational skills
- Must work well in a team environment and present a professional demeanor
- Must be flexible, reliable, trustworthy, and absolutely confidential with all matters
- Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)
- 5+ Years of Experience at an ERP company (preferably SaaS-based)
- Experience communicating with a global customer base via email, phone and live chat
- Experience as an end-user of business management software like Acumatica, Odoo, SAP, or Netsuite within Manufacturing, Supply Chain, or Distribution industries
- Familiarity with inventory valuation methods and strategies (e.g. FIFO, Lot tracking)
- Experience coaching / mentoring teammates through complex support strategies and product functionalities
- Experience handling high-priority issues as a self-motivated and independent worker
- Candidates must be willing to work the US shift (6:30 PM – 3:30 AM Sri Lanka Time)
Desired Qualifications
- Experience in account management or service and support
- Experience troubleshooting business software products
- Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way
- Must be comfortable with troubleshooting software, computer, and other IT related problems (CRM, ERP / accounting software systems like Dynamics AX, Dynamics NAV, SAP, Oracle EBS, JD Edwards, Everest, Sage, Odoo, Siebel, or basic business-related software)
- Knowledge of Tiered Support Structure (L1-3) and Case Escalation Processes
- Work output must be detailed for the highest level of accuracy and quality
- Strong verbal and written communication skills
- Detail oriented and excellent multi-tasking skills
- Exceptional interpersonal and organizational skills
- Must work well in a team environment and present a professional demeanor
- Must be flexible, reliable, trustworthy, and absolutely confidential with all matters
- Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)
- 5+ Years of Experience at an ERP company (preferably SaaS-based)
- Experience communicating with a global customer base via email, phone and live chat
- Experience as an end-user of business management software like Acumatica, Odoo, SAP, or Netsuite within Manufacturing, Supply Chain, or Distribution industries
- Familiarity with inventory valuation methods and strategies (e.g. FIFO, Lot tracking)
- Experience coaching / mentoring teammates through complex support strategies and product functionalities
- Experience handling high-priority issues as a self-motivated and independent worker
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