Jobs and Careers
AC
ERP Product Support Team Lead (L1 Support)
AcumaticaUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 29 Jul 2024
💰 $130,000/yr($110,000/yr – $130,000/yr)
About the role
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, Construction, Distribution, and CRM, 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.
The Support Team lead is a member of Acumatica L1 Support team, reports directly to Director Level 1 Support. Level 1 Support Team Lead is providing technical support to Acumatica customers (50% of the time) and leads a group of engineers ensuring the high level of service provided by the team. should have excellent communication, prioritization, people, and conflict management skills.
Responsibilities:
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, Construction, Distribution, and CRM, 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.
The Support Team lead is a member of Acumatica L1 Support team, reports directly to Director Level 1 Support. Level 1 Support Team Lead is providing technical support to Acumatica customers (50% of the time) and leads a group of engineers ensuring the high level of service provided by the team. should have excellent communication, prioritization, people, and conflict management skills.
Responsibilities:
- Provides technical support to Acumatica customers and partners
- Oversees daily management of Support engineers including cases assignment, consults support team members about complex cases or unclear situations
- Help the team to meet and exceed the set goals. Coach and mentor them to achieve high quality results and high performance
- Ensure there is enough coverage for incoming support volume
- Have knowledge of the ERP product (preferably distribution domain)
- Provide process improvement recommendations to support leadership team
- Interview and onboard new support team members
- Conduct regular one on one employee status meetings to provide performance feedback as well as annual performance reviews
- Identifies staff development and training needs and ensure that training, and hands-on assistance is available to raise the talent/skill level
- Performs other tasks as required.
- 5-7 years of experience in ERP support
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Multitasking and conflict management skills
- Critical thinking, decision-making ability
- Demonstrated leadership skills
- Ability to work both independently and in team environment
- 3+ years of support or implementation experience with ERP systems/Accounting Software.
- People Management experience.
- Excellent Oral & written communication
- Knowledge of any ERP system
- Knowledge of software development lifecycle
- Positive attitude
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s