Application Support Technician

🔥 7 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ECI Software Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏗️ Construction

📦 Logistics

💰 $21M Series C on 2002-02

Manufacturing • Construction • Logistics

ECI Software Solutions is a provider of industry-specific ERP and business management software that helps manufacturers, distributors, building supply dealers, and office-technology businesses run and scale their operations. The company delivers cloud and AI-enabled SaaS platforms—including ERP, B2B eCommerce, CRM, business intelligence, and content/fulfillment tools—aimed at optimizing inventory, accounting, order management, service workflows, and analytics. ECI emphasizes configurable, vertical-focused solutions (e. g. , Ridder iQ, Horizon, Spruce, e-automate, EvolutionX, Cognytics) and enterprise-grade cloud services for small and mid-sized B2B customers worldwide.

📋 Description

• Provide frontline support by responding to customer inquiries • Diagnose software issues and ensure timely, empathetic resolution of customer requests • Handle incoming phone calls, self-service cases, email, and chat interactions • Collaborate within the swarm support model to resolve customer issues efficiently and effectively • Participate in team discussions and share insights to improve customer support • Stay current on evolving product functionality and new releases • Serve as a knowledgeable resource within the swarm support team • Work with cross-functional teams to address software defects, enhancement requests, and customer concerns • Follow up with customers on outstanding issues • Provide clear, concise, and empathetic communication throughout the resolution process • Contribute to shared team knowledge and collective problem-solving • Prioritize customer satisfaction and create positive customer experiences

🎯 Requirements

• 4+ years of experience in software/application support; ERP or supply chain-related software experience is a bonus • Experience troubleshooting complex technical issues involving code, data, and environmental components • Strong verbal and written communication skills • Ability to convey technical information clearly to technical and non-technical stakeholders • Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining customer satisfaction • Excellent analytical and troubleshooting skills • Strong decision-making capabilities • Proven ability to work as part of a fast-paced, high-performance team • Experience in a swarm support environment is a plus • High-energy, can-do attitude with strong organizational skills and attention to detail • Passion for helping others and commitment to exceptional customer experiences • Customer service experience • Superior phone and call handling skills • Windows OS knowledge • Some experience with database management • Basic accounting knowledge • Experience troubleshooting point-of-sale software and hardware • Experience in the hardware, retail, or lumber industry • Experience with monitoring tools such as Nagios, Splunk, or Datadog • Experience analyzing application logs • Basic understanding of RESTful APIs and SOAP services • Knowledge of cloud services such as AWS, Azure, or Google Cloud • Understanding of basic network protocols including TCP/IP, DNS, and HTTP • Experience with network troubleshooting tools such as Wireshark and traceroute • Knowledge of standard IT hardware and equipment • Ability to diagnose and solve application issues • Microsoft Office 365 tools and features • Bachelor’s degree in a relevant field, or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting