ERP Software Customer Technical Support Lead

About the role

SaaS Software Customer Support role combining Customer Support with Customer Acquisition for Enterprise Risk Management (SaaS) B2B software product and services. This position combines customer success with sales using extensive product knowledge and education to build strong relationships with customers.

Duties and responsibilities

• Develop expertise with our software to customize for businesses
• Support Customers
• Train Users (All Levels)
• B2B pre-sales presentations and needs discovery
• Respond to opportunities and inquiries
• Customer relationship management
• Continuous learning of our product (A1 Tracker)
• Analytical problem solving
• Resolve requests, manage tickets, and communication requests (Jira)
• Lead meetings to diagnose & resolve issues (Teams)

Qualifications:

• Experience supporting ERP systems such as SAP S/4HANA, Oracle NetSuite, Infor CloudSuite, and Acumatica Cloud ERP, as well as Insurance Claims Systems
• Experience working with teams or clients in the US Pacific Standard Time (PST) timezone
• Has own laptop and stable internet at home
• Demonstrates strong leadership, initiative, and a proactive approach to work
• Proficient in MS Excel for data management, analysis, and reporting
• Strong time management and assignment allocation skills
• Experience with B2B software, including business and user support
• Fluent professional English communication skills, both written and verbal
• Experience with customizable software and web application administration
• Strong business analysis and problem-solving skills