Senior Support Analyst - Remote

Overview

The Senior Support Operations Analyst plays a crucial role in enhancing customer satisfaction and support efficiency by managing resources, creating educational materials, and collaborating with various teams to improve customer experience with Acumatica products.

In Short

• Analyze incoming cases volume to determine repeated issues and patterns.
• Develop and present action plans to stakeholders based on analysis outcomes.
• Responsible for preparing and designing reports for Support.
• Conduct regular proactive communication with Product and Engineering teams.
• Mentor and oversee the work of other support analysts.
• Work with SaaS, IT, and Business Systems groups to ensure effective support.
• Address communication gaps between support and engineering teams.
• Improve support processes and reports.
• Self-motivated team player with the capacity to work independently.
• Other tasks as assigned.

Requirements

• Bachelor’s degree in business, IT, Engineering, or a related field.
• 3+ years’ experience with ERP or business application software.
• Understanding of product support and development processes.
• Excellent communication and presentation skills.
• Ability to work cross-functionally and ensure clear communication.
• Strong search and data analysis skills.
• Hands-on experience with ticketing systems and reporting tools.
• Familiarity with cloud-based business software or ERP systems.
• Exceptional ability to prioritize and problem-solve.
• Self-motivated with the capacity to work independently.

Benefits

• Work/life balance and a casual, high-energy culture.
• Professional and financial growth potential.
• Opportunity to make a difference in the world.
• Supportive and loyal team environment.