Acumatica
SaaS
ApplicationSupportConsultant-L1
Neural analysis suggests this role is
optimal for mid candidates.
“Application Support Consultant - L1 at Acumatica. Skills: Application Support, Customer Service, Troubleshooting, ERP. Provide first-level support to Acumatica partners and customers, troubleshooting application issues via phone, chat, and web meetings to ensure customer satisfaction and adherence to SLAs. Analyze customer requirements, deliver solutions, and provide ongoing education on product usage, while managing technical service requests and escalating issues as needed. Document client inq”
What You'll Achieve.
Ensure timely resolution of customer issues, escalating when necessary. Ensure clients receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
Industry & Context.
Problem solving
Candidates must be willing to work the US shift (6:30 PM – 3:30 AM Sri Lanka Time).
What They're Looking For.
Must Have
Requires a college degree in Accounting, Finance, Information Technology, Engineering, or Computer Science, with at least 2 years of experience in a similar role or in account management/service and support. Must be comfortable troubleshooting software, computer, and IT-related problems, including ERP/accounting software systems, and possess intermediate computer skills in Word, Excel, PowerPoint, and Outlook. Strong verbal and written communication, detail-oriented, multi-tasking, interpersonal, organizational, teamwork, and professional demeanor are essential.
Nice to Have
Familiarity with SMTP client setup and SQL/SSMS for data retrieval is preferred. Azure knowledge is a plus.
What You'll Do.
Provide first-level support to Acumatica partners and customers, troubleshooting application issues via phone, chat, and web meetings to ensure customer satisfaction and adherence to SLAs.
Analyze customer requirements, deliver solutions, and provide ongoing education on product usage, while managing technical service requests and escalating issues as needed.
Document client inquiries and problems for feedback to R&D and Professional Services, and collaborate with cross-functional teams to share best practices and create knowledge base articles.
How You'll Work.
Team & Collaboration
Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices.
Communication Scope
Verbal communication; Written communication; Concise 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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