Acumatica
Technology
ApplicationSupportConsultant-L1
Neural analysis suggests this role is
optimal for mid candidates.
“Application Support Consultant - L1 at Acumatica. Skills: Application support, Customer satisfaction, Technical troubleshooting. Provide first level direct support. Respond promptly to inquiries”
Industry & Context.
Problem solving skills; Troubleshoot software; Troubleshoot computer; Troubleshoot IT related problems
Work US shift, 6:30 PM – 3:30 AM Sri Lanka Time
What They're Looking For.
Must Have
2 years’ experience in a similar role, Experience in account management or service and support, Troubleshoot software, computer, and IT related problems, Intermediate computer skills (Word, Excel, PowerPoint, Outlook)
Nice to Have
Familiar with SMTP client setup, Familiar with SQL and SSMS, Azure knowledge is a plus, Knowledge of customer service principles and practices are a plus
What You'll Do.
Provide first level direct support
Respond promptly to inquiries
Become highly proficient with Acumatica’s product suite
Troubleshoot application-related issues
Analyze application-related issues
Solve problems over phone/chat/web meetings
Establish positive relationship with clients
Maintain professional relationship with clients
Analyze customer business requirements
Analyze customer technical requirements
Deliver appropriate solutions
Provide continuing education to clients
Manage client technical service requests
Ensure timely resolution of customer issues
Escalate when necessary
Ensure clients receive responses within service level response
Communicate proactively with accounts
Reproduce client inquiries
Document client inquiries
Document reported problems
Provide feedback to R&D
Provide feedback to Professional Services
Share best practices with team members
Enhance quality of client support
Enhance efficiency of client support
Participate in individual projects
Participate in team projects
Expand client support offerings
Document client inquiries for level II support
Document reported problems for level II support
Collaborate with cross-functional team members
Discuss customer issues
Discuss customer resolutions
Create Knowledge Base articles
How You'll Work.
Team & Collaboration
Cross-functional team members; Level II support; R&D department; Professional Services department
Communication Scope
Verbal communication; Written communication
Full Job Description
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. To learn more about Acumatica’s mission, please visit: [http://www.acumatica.com](https://nam12.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.acumatica.com%2F&data=05%7C02%7CErandika.Logus%40acumatica.com%7C7cee993ee37b4b997fde08dc38879fbb%7C5ba58136c8e34f4b85797e49a2e3239c%7C0%7C0%7C638447402375027960%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=tZbc4VVlXUzEcnPQcKtRi6Czp8Jpeea5Ws%2F99S3ajKg%3D&reserved=0) As an Application Support Consultant, you will directly interact with our partners and customers ensuring the highest level of customer satisfaction through technical mentoring, coaching and consulting services, as well as acting as a client advocate to resolve issues, and to improve process and the applicat
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