i-Tech Support Services, Inc

Compensation

Full Description

ERP Support Manager We are seeking a motivated and detail-oriented ERP Support Manager to join our Acumatica client success team. In this role, you will be responsible for overseeing the technical support team and our client's support experience. The ERP Support Manager will serve as a mentor for the technical support team and will assist with training the team on Acumatica knowledge, support best practices and enhanced customer satisfaction. Key Responsibilities • Oversee internal case management system and distribution of case work to team members • Manage Level 1 support team and provide training on support best practices, enhanced customer satisfaction and support issue questions • Provide Level 2 assistance on support issues, new work requests and no-code customizations as requested • Manage client version upgrades by monitoring upcoming expirations, communicating with clients on upgrade plan, setting up test environments and ensuring upgrade deadlines are met • Develop and utilize dashboards to help monitor case SLAs and trends and communicate with team on status • Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues. • Regularly review new version Release Notes and Bug Fixes and update staff as to important issues. Attend Acumatica support webinars or third-party industry educational webinars. Complete and stay up to date with Acumatica badge certifications. • Establish and maintain a positive and professional relationship with clients Skills and Requirements • Experience handling high-priority issues as a self-motivated and independent worker. • Experience coaching / mentoring teammates through complex support strategies and product functionalities. • Experience communicating with a global customer base via email, phone and live chat. • Experience as an end-user or partner support user of Acumatica ERP software. • Deep understanding of general business processes and ERP systems. • Professionalism, attention to detail and a positive, customer-focused attitude are imperative • Must be willing to work in a strong team environment. • Must be self-motivated, with strong interpersonal skills Benefits • We offer comprehensive medical, dental, and vision insurance with competitive plan options • We provide basic life insurance and long-term disability for all our employees • 401k program with employer match to help you invest in your future • Paid parental leave to support you and your family • 22 paid days off (15 PTO + 7 National Holidays) • Company issued laptop • Company paid training as necessary • Opportunities for professional development and growth • Access to cutting-edge technology and resources