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.
Your First 90 Days
In your First 30 Days, you will join a new hire cohort through Unanet’s onboarding program, uLaunch, and begin to learn our business, how we operate, and the customer industries we serve. You will attend weekly Support team meetings. You’ll read our Support process documentation and attend training with our Senior Manager of Product Support. You’ll shadow a Support Technician on at least five (5) support tickets per week. You’ll attend two (2) training sessions per week with a Senior Technical Support Systems Specialist.
In partnership with your manager, you’ll enroll in Unanet AE coursework to increase your knowledge of our product offering.By Day 60, you’ll continue to shadow members of our Support team on support tickets, at least three (3) tickets per week will be technical support requests. You’ll attend weekly Support team meetings. You’ll begin taking the lead on owning support tickets, with guidance from your team and/or manager. In partnership with your manager, you’ll continue your Unanet AE coursework to increase your knowledge of our product offering.By Day 90, you’ll have completed shadowing support tickets.
You’ll continue attending and actively contributing to our weekly Support team meetings. You’ll be confident and comfortable taking support tickets with decreasing levels of needed guidance and supervision (but do know that we’re still here to assist!). You’ll continue your coursework on Unanet AE, broadening and deepening your understanding of our product offering.The salary range for this opportunity is $70,000 - $80,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time.
You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status, or any other consideration made unlawful by applicable federal, state or local laws.
