Associate Analyst Support

Job Description:

Triage support requests in the appropriate request tracking systems - Jira, Jira Service Manager

• Provide functional application support for eCommerce, Acumatica (ERP), Point of Sale, and integration / Connector products by working directly with clients to gather replication details.
• Install and configure Kensium software products (POS, WMS, Commerce Integrations) as directed by product owners.
• Own support tickets until closure and ensure that Clients are receiving regular status updates. This position requires hands-on troubleshooting and resolution of requests.
• Properly documents support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution.
• Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
• Review and understand Client contracts as they relate to the signed SLAs that should be followed to respond to and work support Requests.
• Apply Linux/Windows Administration skills to perform maintenance tasks as defined in Kensium’s managed services agreements. (10%)
• Conduct system maintenance tasks for managed services clients and prepare analysis reports.
• Evaluate the impact of the request on the Client, then be able to prioritize the importance.
• Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
• Analyze and troubleshooting requests before escalating to the Project/Product Team with the relevant details.
• Work with management to document and provide content for a knowledge base for easier reference on future Requests for all team members.

Core Competencies:

• Hands-on experience in any well-known support/incident management tool
• Able to adapt to change. From new products, processes, or requests from customers.
• Can demonstrate or discuss analytical and problem-solving abilities, like how to diagnose a software issue and plan appropriate troubleshooting measures.
• Ability to prioritize work, quickly identify challenges, and bubble them up to the top management (when necessary) and provide solutions as opposed to problems.
• Ability to communicate well with peers, cross-functional groups, and international customers (excellent spoken and written English language skills), articulate and succinct.
• Ability to think like a customer (see not their own, but the user’s perspective)
• Brave in doing the right thing the right way, as opposed to just sticking to the right way, following orders, or following processes at all costs
• Outstanding interpersonal and organizational skills.
• Multi-tasking in a fast-paced environment
• Proficiency in software skills, including MS Office
• Receives ideas, information, and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.
• Prior experience with Quality Assurance or Implementation of Systems is considered

POS & ERP Specialist Skills:

• Practical and hands-on knowledge of Point of Sale or ERP applications (Acumatica, NetSuite, SAP, etc.)
• Hands-on experience with warehouse management solutions, payment gateways, shipping solutions, tax integrations, etc. is desired.
• Experience working with Acumatica is desired.

Preferred:

• Experience testing or providing support capabilities within the POS or ERP or eCommerce fields.
• SQL experience
• A+ certification or experience servicing point-of-sale hardware devices (receipt printers, handhelds, order pads, etc.)
• Graduate/Postgraduate (BA/B Tech/MCA)
• Zeal to learn and acquire skills specifically about software applications and related integrations.
• Flexible to rotational shifts for early morning, nights, and weekends.