Our Customer Experience is looking for a Technical Support Systems Specialist! You’ll join a fast-paced, customer-focused team that will support our customers in their use of our feature-rich Enterprise Resource Planning (ERP) software. To be successful, you should be skilled with multi-tasking, technical troubleshooting, and providing exceptional customer service.

While this position can be worked from anywhere in the United States, it will support our customers on the West Coast. As such, we’re looking for someone who is willing and able to work an 8:30am – 4:30pm Pacific Time shift.

What You’ll Do

  • Respond to customer and internal requests for Unanet AE ERP product support, particularly with respect to our solution’s technical functionality
  • Assist with the recreation, troubleshooting and investigation of reported issues
  • Document all customer interactions
  • Assist with development and documentation of support best practices
  • Provide both written and verbal front-line customer assistance
  • Use our ticketing system to manage incoming support requests
  • Leverage your knowledge of our product to respond to customer inquiries
  • Work with subject matter experts to formulate responses to customers
  • Extend our knowledge base of standard support responses as a means of driving efficiencies within the team
  • Perform issue analysis, determine issue root cause, and troubleshoot proper outcome of any product-related issue

Who You Are

  • 3+ year of customer-facing technical support experience in a software environment
  • Intermediate Microsoft SQL abilities
  • Previous experience supporting third party software integrations
  • Strong interpersonal and customer-facing skills
  • Strong verbal and written communication skills
  • Comfortable working both independently and collaboratively as a team
  • Ability to work to support our West Coast customers from 8:30am – 4:30pm Pacific Time

Your Differentiators

  • Bachelor’s in Information Systems, Computer Science or related
  • Previous experience with ERP software (e.g., Deltek, Microsoft Dynamics, QuickBooks, Unanet)
  • Working knowledge of PowerShell
  • Previous accounting experience

Our Values

  • We are a Team. Employees, customers, and partners working together.
  • We are Customer-Focused. Customers are the heart of everything we do.
  • We are Driven. Seeking exceptional outcomes.
  • We Own our Success. Every employee has a stake in our company.
  • We do the right thing and have fun in the process.
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