Application Support Technician

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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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 through phone, email, live chat, self-service cases, and incoming calls • Respond to customer inquiries and diagnose software issues • Deliver timely, accurate, empathetic, and user-focused resolutions • Collaborate with swarm support teammates to resolve customer issues efficiently • Share knowledge and expertise within the team • Stay current on evolving ERP product functionality and new releases • Provide expert guidance and resolution for supported ERP products • Collaborate with cross-functional teams on software defects, enhancement requests, and customer concerns • Follow up with customers on outstanding issues • Keep customers informed throughout the resolution process with clear and empathetic communication

🎯 Requirements

• 4+ years of experience in software/application support • Bonus if experienced with ERP or supply chain-related software products • Experience troubleshooting complex technical issues involving code, data, and environmental components • Strong customer service background • Superior phone etiquette and professional call handling skills • Ability to diagnose and resolve complex application issues and performance bottlenecks • 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 • Excellent analytical, troubleshooting, and problem-solving skills • Strong decision-making capabilities • Ability to work as part of a fast-paced, high-performance team • Experience in a swarm support environment is a plus • Ability to navigate unfamiliar issues independently and find solutions without direct guidance • High-energy, can-do attitude with strong organizational skills and attention to detail • Passion for helping others and commitment to exceptional customer experiences • Proficiency in SQL • Experience with monitoring tools such as Nagios, Splunk, or Datadog • Experience analyzing application logs • Experience supporting Accounting/Finance software • Proficiency in Windows OS • Foundational understanding of standard IT hardware and equipment • Knowledge of AWS, Azure, or Google Cloud • Ability to troubleshoot cloud-hosted applications • Comprehensive knowledge of Microsoft Office 365 tools, features, and administration • Practical experience with database management • Basic accounting principles knowledge • Foundational understanding of TCP/IP, DNS, and HTTP • Basic understanding of RESTful APIs and SOAP services • 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

• Remote work arrangement • Customer-focused support environment • Collaborative swarm support model • Opportunities to collaborate with cross-functional teams • Shared knowledge and collective problem-solving environment

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