Senior Application Support Consultant - L2 (Platform)

As a Senior Application Support Consultant - L2 at Acumatica, your primary responsibilities include providing second-level support to both partners and customers, ensuring quick responses to inquiries, and troubleshooting application-related issues via phone and web meetings. You'll build and maintain positive relationships with clients, analyze their business needs, deliver solutions, manage technical service requests, and educate clients on effectively using our products.

To qualify for the Senior Application Support Consultant - L2 role at Acumatica, you should have at least 5 years of experience in application support, understanding of accounting principles, and expertise in troubleshooting business software products. A college degree in Information Technology, Engineering, Computer Science, Accounting, or Finance is also required to ensure you have a solid foundation in the technical knowledge necessary for the job.

At Acumatica, we are committed to your professional growth. As a Senior Application Support Consultant - L2, you will have access to ongoing training and development workshops that enhance your skill set. This includes opportunities to work on diverse projects with global teams and receive mentorship from senior professionals in the field, setting you up for long-term success within the company.

As a Senior Application Support Consultant - L2 at Acumatica, you'll find a casual yet high-energy work environment that fosters collaboration and creativity. We value work-life balance and have adopted a hybrid work model, allowing you to effectively manage both your professional responsibilities and personal life. You'll enjoy benefits like office lunches and paid paternity leave while working alongside dedicated teams.

Essential skills for a Senior Application Support Consultant - L2 at Acumatica include strong problem-solving abilities, exceptional verbal and written communication skills, and a detail-oriented mindset. You'll need to be proficient in working with MS SQL databases and understand customer service principles. Additionally, having experience with various business applications and a collaborative spirit will greatly aid you in building client relationships and delivering effective support.

In your response, detail your relevant work history, emphasizing specific instances where you resolved application issues, collaborated with team members, and contributed to client satisfaction. Share examples that showcase your expertise and the impact of your support efforts on the business.

Explain the methods you use to assess urgency and importance in support requests. Discuss how you factor in service level agreements (SLAs) and client relationships, providing examples of how you've effectively managed multiple requests while ensuring timely resolutions.

Discuss your systematic approach to troubleshooting. Mention the importance of gathering client information, understanding the problem context, and using analytical skills to narrow down potential causes. Highlight any tools or processes you typically employ to resolve issues efficiently.

Effective communication is key. Describe how you tailor your communication style to match the client's technical knowledge level, while also keeping them informed throughout the support process. Include the importance of active listening and clarifying any concerns they may have.

Share how you remain informed about ongoing changes by following industry news, attending webinars, or engaging in professional networks. Mention any specific resources or communities you utilize to constantly improve your knowledge and support capabilities.

Choose a specific instance where you faced a challenging issue, detailing the steps you took to diagnose and resolve it. Emphasize the skills you leveraged and the outcome, demonstrating your ability to handle pressure while ensuring client satisfaction.

Explain your conflict resolution skills and approach to discussing misunderstandings over software capabilities. Highlight your patience, understanding, and ability to clarify misconceptions while fostering positive relationships even in challenging situations.

Share the key performance indicators (KPIs) you consider, such as first response time, resolution time, and client satisfaction scores. Discuss how you have successfully met or exceeded these metrics in previous roles and the positive impact on the organization.

Discuss your collaboration with teammates, sharing knowledge and best practices, and how you contribute ideas for process enhancements. Mention the importance of feedback loops and how you’ve participated in post-mortem discussions to improve overall service quality.

Let your passion for technology and software shine through. Speak about Acumatica's reputation within the industry, your alignment with its values, and how the role offers a perfect opportunity to use your experience to empower businesses through innovative solutions.