Job Description: Application Support Technician, Customer Support, AMER Region

Company Overview:

For over 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. Our solutions span across manufacturing, wholesale/retail distribution, building and construction, and field service, integrating into every aspect of our customers' businesses to help them operate more efficiently and focus on what matters most.

Who is ECI?

At ECI, our mission is to empower small and medium-sized business owners. We offer not only top-tier software solutions but also an award-winning company culture:

• Competitive benefits focused on employee well-being, including paid volunteer time off.

• Recognized by Achievers as one of the 50 Most Engaged Companies To Work For, five years running.

• Certified as a Great Place to Work for six consecutive years.

• Over a dozen International Business Awards (Stevie®) for our culture of creativity, innovation, and leadership.

"We are industry experts supporting the entrepreneurial spirit and profitable growth of small and medium-sized enterprises."

Join our global team, known for its positive culture, professional development, and collaboration.

Position: Application Support Technician

Reporting to: Manager of Customer Support

Location: ECI Office location or Remote

Overview: As Application Support Technician, you will be a vital part of our swarm support model, where customer satisfaction is our top priority. Your role is pivotal in ensuring that every interaction our customers have with our team leaves them with exceptional experience. You will work collaboratively with your peers to diagnose and resolve customer issues, contributing to shared knowledge within the team, and engaging with cross-functional teams to address complex challenges.

We are seeking a customer-centric professional who is passionate about delivering outstanding support and creating positive experiences for our customers. Your ability to listen, understand, and respond effectively to customer needs will be key to your success in this role.

Key Focus Areas:

• Customer-Centric Support: Ensure every customer interaction results in a positive and memorable experience. Prioritize customer satisfaction by delivering timely, accurate, and empathetic support. Application support Technicians will provide support through email, phone calls or live chat.

• Swarm Collaboration: Act as an integral part of a swarm team, working closely with other support analysts to resolve customer issues efficiently. Share knowledge and expertise within the team to enhance collective problem-solving and service delivery.

• Technical Expertise: Leverage your deep technical knowledge of the ERP products you support to provide expert guidance and resolution. Stay current on evolving product functionality to offer informed and effective support.

Daily Responsibilities:

• Customer Support: Provide frontline support by responding to customer inquiries, diagnosing software issues, and ensuring a timely and empathetic resolution of customer requests. Handle incoming phone calls, self-service cases, email or chat customer interactions.

• Swarm Collaboration: Collaborate within the swarm support model to resolve customer issues efficiently and effectively. Actively participate in team discussions and share insights to continuously improve customer support.

• Product Expertise: Serve as a knowledgeable resource within the swarm, staying current on evolving product functionality and new releases.

• Cross-functional Collaboration: Work closely with cross-functional teams to address software defects, enhancement requests, and customer concerns.

• Customer Follow-up: Ensure timely and thorough follow-up with customers on outstanding issues. Provide clear, concise, and empathetic communication to keep customers informed throughout the resolution process.

Minimum Requirements:

• Experience: 4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products. Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components.

• Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction.

• Problem-Solving: Excellent analytical and troubleshooting skills with a focus on delivering solutions that enhance the customer experience. Strong decision-making capabilities.

• Collaboration: Proven ability to work as part of a fast-paced, high-performance team. Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.

• Adaptability and Resourcefulness: Possesses exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience. Demonstrates strong decision-making abilities, ensuring well-informed and timely resolutions. Support agents must navigate unfamiliar issues independently, finding solutions without direct guidance for each case. This role requires leveraging Swarm support techniques, collaborating with team members, utilizing available resources, and adapting quickly to diverse and evolving challenges.

• Personal Attributes: High-energy, can-do attitude with strong organizational skills and attention to detail. A passion for helping others and a commitment to ensuring customers have exceptional experiences when engaging with our team.

Desired Skills/Experience:

• Customer Service Experience

• Superior phone and call handling skills

• Windows OS knowledge

• Some Experience with Database management

• Basic Accounting Knowledge

• Technical Skills:

• Monitoring and Logging: Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues.

• API Integration: Basic understanding of RESTful APIs and SOAP services for troubleshooting integration issues.

• Cloud Platforms: Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments.

• Network Troubleshooting: Understanding of basic network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues.

• Knowledge of Standard IT hardware and equipment

• Ability to diagnose and solve application issues.

• Microsoft Office 365 tools and features

Education: Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.