Acumatica
Tech / AI / Software
ApplicationSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Application Support Specialist at Acumatica. Skills: Application Support, technical mentoring, coaching, consulting services, client advocate, issue resolution, process improvement, application improvement. Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives. Become highly proficient with using Acumatica’s product suite”
What You'll Achieve.
ensuring the highest level of customer satisfaction; resolve issues; improve process and the application; responding promptly to inquiries within established Service Level Agreement objectives; Ensure timely resolution of customer issues; Ensure clients receive responses to phone/on-line requests within service level response times
Industry & Context.
problem-solving skills; Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings
What They're Looking For.
Must Have
Understanding of accounting principles and/or business practices, College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance), Previous Experience in Support at an ERP company (preferably SaaS-based), Technical and Functional knowledge of Finance, Payroll, Construction, Credit Card, Bank Feeds and Field Service, Experience in account management or service and support, Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way, Must be comfortable with troubleshooting software, computer, and other IT related problems (ERP / accounting software systems like Dynamics SL, AX, NAV, SAP Business by Design, Everest, Sage, Business applications (CRM) etc.), Work output must be detailed for the highest level of accuracy and quality, verbal and written communication skills, Detail oriented and excellent multi-tasking skills, Exceptional interpersonal and organizational skills, Must work well in a team environment and present a professional demeanor, Must be flexible, reliable, trustworthy, and confidential with all matters, Intermediate computer skills (i. e. , Word, Excel, PowerPoint and Outlook)
Nice to Have
Experience troubleshooting business software products a plus, Knowledge of customer service principles and practices are a plus
What You'll Do.
Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives
Become highly proficient with using Acumatica’s product suite
Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings
Establish and maintain a positive and professional relationship with clients
Analyze customer's business and technical requirements and deliver appropriate solutions
Provide continuing education to clients on how to effectively use Acumatica products in their businesses
Manage client technical service requests
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
Communicate proactively with accounts regarding product and program information
supportability issues
and strategic product plans where appropriate
Using the Service Desk application
properly reproduce and document client inquiries and reported problems and provide feedback to Acumatica’s R&D and Professional Services & Consulting departments
Share best practices with team members to enhance the quality and efficiency of client support
Participate in individual or team projects
to expand client support offerings
Document client inquiries and reported problems and provide feedback to Acumatica’s level II support and R&D
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
How You'll Work.
Team & Collaboration
Share best practices with team members to enhance the quality and efficiency of client support; Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices
Communication Scope
verbal and written communication skills; communicate complicated concepts in a concise and articulate way
Full Job Description
Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide. But don’t take our word for it—read what analysts like G2, IDC, Nucleus Research, and Info-Tech have to say about us. Acumatica is different by design and purposely built to help small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs—featuring intelligent workflows and market-leading usability that enable companies to manage risk, anticipate disruption, and seize new opportunities. Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future. Acumatica is more than just a product—we are a community of partners, customers, and creators committed to elevating business performance. Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their future. In May of 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data and technology-enabled businesses. Acumatica’s culture is collaborative 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.](http://www.acumatica.com./) As an Application Support Specialist, 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 applica
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