7 дней назад
Application Support Consultant - L1 (Platform)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Application Support Consultant - L1 (Platform) (ERP/customer support): Providing first-level technical support for Acumatica’s cloud ERP platform by troubleshooting application issues, resolving service requests, and guiding partners and customers with an accent on client communication, issue analysis, and SLA-driven support. Focus on reproducing and documenting problems, escalating complex cases, creating knowledge-base articles, and collaborating with R&D and professional services.
Location: Colombo, Sri Lanka; hybrid working. Working hours: 9:00 AM–5:00 PM EST (6:30 PM–3:30 AM Sri Lanka time).
Company
develops cloud ERP solutions for small and midsized businesses and operates a global partner, customer, and creator ecosystem.
What you will do
- Provide first-level technical support to partners and customers within established service-level objectives.
- Troubleshoot and analyze application, computer, and IT-related issues through phone, chat, and web meetings.
- Analyze business and technical requirements and deliver suitable solutions and product guidance.
- Manage service requests, communicate proactively with customers, and escalate issues when necessary.
- Reproduce and document reported problems using the test application and provide feedback to Level II Support, R&D, and Professional Services.
- Collaborate with cross-functional teams, share best practices, and create knowledge-base articles for recurring issues.
Requirements
- At least 2 years of experience in a similar role, account management, or service and support.
- Extensive experience with IT systems, networks, and related technologies.
- College degree in Information Technology, Engineering, Computer Science, Accounting, Finance, or a related field.
- Experience troubleshooting software and business applications, including ERP, accounting, or CRM systems.
- Strong verbal and written communication, problem-solving, interpersonal, organizational, and multitasking skills.
- Intermediate skills with Word, Excel, PowerPoint, and Outlook, with a detail-oriented and professional approach.
Culture & Benefits
- Hybrid working in Colombo.
- Competitive salary and comprehensive health and life insurance.
- Office lunch and paid paternity leave.
- Opportunities to work with distributed global teams.
- Collaborative culture focused on work-life balance, efficiency, and customer service.
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