Integration Support Specialist, Tier 2 (ERP)

TL;DR

Integration Support Specialist, Tier 2 (ERP): Investigating and resolving complex Tier 2 technical issues for Procore’s financial ERP integrations with an accent on accounting software errors and API-related troubleshooting. Focus on diagnosing brand new issues and ensuring efficient problem resolution through strong analytical and problem-solving abilities.

Location: Remote within the US

Salary: $24.80–$34.10 USD Hourly

Company

hirify.global is seeking an Integration Support Specialist to join its ERP Support Team, focusing on financial ERP integrations.

What you will do

• Investigate and resolve complex Tier 2 technical issues for Procore’s ERP Integrations, focusing on accounting software like Sage or QuickBooks.
• Troubleshoot integration technical issues occurring within Windows environments or Procore’s internal microservices.
• Provide support for live customer interactions (phone and chat) and email, managing interruptible work.
• Efficiently manage a backlog of cases in ticketing systems like Salesforce, Jira, or Zendesk.
• Escalate issues appropriately by collaborating with development to submit JIRAs and resolve API-related errors.
• Navigate technical ambiguity with confidence to diagnose brand new issues.

Requirements

• 2+ years of technical support experience in a contact center environment.
• Proven background in providing technical support for complex software integrations.
• Experience in a queue-based technical support role via live phone, chat, and email channels.
• Strong analytical and technical troubleshooting skills.
• Strong customer support and client relation skills.
• Ability to prioritize multiple tasks effectively and execute on resolutions under pressure.

Nice to have

• Specific experience with accounting software like Sage or QuickBooks.
• Familiarity with ticketing systems such as Salesforce, Jira, or Zendesk.

Culture & Benefits

• Competitive, fair, and commensurate compensation.
• Eligibility for Equity Compensation.
• Thrive in a collaborative and problem-solving environment.
• Embody Procore’s core values of Ownership, Openness, and Optimism.