Acumatica ERP Specialist

Acumatica ERP Specialist

Location: Waxahachie, TX (Hybrid)

American Industrial is looking for a person to take ownership of their ERP and help train internal employees and act as liaison with the company that manages their Acumatica ERP System. They are a rapidly growing manufacturing company that could potentially double in size in the next 2-4 years. This person will be a key position to help train employees on ERP System and work to help with efficiencies.

The Acumatica ERP Specialist provides crucial support for users of the Acumatica ERP system. This person is the main point of contact for technical issues related to Acumatica, offering solutions to ensure smooth business operations. This role involves troubleshooting, system maintenance, user support, and contributing to the continuous improvement of the Acumatica environment.

Responsibilities:

• Provide first-level technical support for Acumatica users: Troubleshoot and resolve inquiries regarding the Acumatica ERP system via phone, email, and potentially web meetings.
• Respond promptly to inquiries within established Service Level Agreement (SLA) objectives.
• Troubleshoot and analyze application-related issues to determine root causes and provide appropriate solutions.
• Walk users through problem-solving processes, explaining technical concepts in an easy-to-understand manner.
• Escalate complex or unresolved issues to senior support staff or relevant departments.
• Maintain accurate records of interactions and issues within the ticketing system.
• Create and maintain Knowledge Base articles for repetitive issues and frequently asked questions.
• Collaborate with cross-functional teams to discuss customer issues and resolutions.
• Assist in basic training for users on Acumatica functionalities and best practices.
• Stay up-to-date with Acumatica ERP advancements and best practices.
• Contribute to process improvement initiatives within the IT support department.

Qualifications:

· Experience in a help desk or technical support role, preferably with an ERP system like Acumatica.

· Strong technical skills and comfort troubleshooting software, computer, and IT-related issues.

· Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.

· Strong problem-solving and analytical skills.

· Customer-oriented approach with a focus on providing exceptional service.

· Ability to work independently and collaboratively in a fast-paced environment.

· Detail-oriented with strong organizational skills.

· Bachelor's degree in Information Technology, Computer Science, Accounting, Finance, or a related field preferred, or relevant demonstrated work experience.

Bonus Points:

· Experience with Acumatica ERP administration, configuration, or customization.

· Experience in a support role at an ERP company (preferably SaaS-based).

· Knowledge of customer service principles and practices.