Application Support Technician

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

Who is ECI?

At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.

• We offer competitive benefits focused on employee well-being, including paid volunteer time off!
• We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).
  
  

Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

Overview: As an 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.
• 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: Deliver customer experiences by promptly responding to customer inquiries via phone, email, chat, and self-service cases. Diagnose software issues, troubleshoot problems, and ensure timely, empathetic resolutions to meet customer needs. Manage various customer interactions and communications across all platforms, providing exceptional service at every touchpoint.
• 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 of your primary product(s) and related ECI add-on products.
• 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: A minimum of 4+ years in software or application support, ideally with exposure to ERP or supply chain-related software products with demonstrated ability to troubleshoot complex technical issues, including those involving SQL data with hosted and non-hosted databases.
• 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.
• Adaptability and Problem-Solving: Exceptional analytical and troubleshooting abilities, with a focus on delivering effective solutions that improve customer experience. Strong decision-making skills, ensuring well-informed and timely resolutions. Support agents must be able to handle unfamiliar issues and find solutions, even without direct instruction on every specific problem. This role requires leveraging Swarm support techniques, collaborating with teammates, utilizing available resources, and quickly learning to address diverse and evolving challenges.
• 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.
• Personal Attributes: High-energy, self-motivated, 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

• Technical Skills:
• Scripting and Automation: Familiarity with scripting languages like Python, Bash, or PowerShell to automate repetitive tasks.
• Operating Systems: Proficiency in administering and troubleshooting different OS environments (Windows, Linux, MacOS).
• 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.
• SQL Experience: Support will frequently backup, upload, and restore customer databases for testing and research. Familiarity with those processes, as well as troubleshooting and correction skills such as SQL Profile Traces and basic scripting are a plus.

• • 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.

In addition to our competitive salary and award-winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.