Technical Application Specialist (ERP Support)

As a Technical Support Specialist, you’ll focus on diagnosing and resolving technical and system-related issues while providing exceptional customer support. This role involves troubleshooting software applications, working with internal teams, and ensuring users receive accurate and timely solutions.

What you will be doing:

• Confer with customers via phone, email, or chat to diagnose technical/system problems, troubleshoot issues, and document solutions.

• Act as a liaison between end users and internal resources to resolve application issues.

• Follow established procedures to troubleshoot client-server software application issues, including those involving Microsoft SQL.

• Respond to complex technical issues where standard procedures have failed, using customer-centric interpersonal skills and technical product knowledge.

• Stay up to date with software updates and changes through training to provide timely and accurate customer support.

• Assist with system setup, configuration, and integration tools to enhance product functionality.

• Address concerns raised by other departments, such as customer experience or sales.

• Mentor and assist other team members.

• Contribute to and utilize the department’s knowledge base articles and FAQs.

What you will likely bring:

• Excellent written and verbal communication skills for documentation and customer support.
• Strong customer experience and troubleshooting skills.
• Knowledge of system applications and accounting business processes (Accounts Payable, Accounts Receivable, General Ledger, etc.).
• Detail-oriented with strong research and problem-solving abilities.
• Experience working in a high-volume support environment.

What could set you apart:

• 3+ years of applicable experience in technical support or a related field.
• Having a solid understanding of programming logic and workflow development is an added advantage.
• Prior experience with ERP systems and SQL data querying.
• Industry knowledge and experience in accounting processes.