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Acumatica, The Cloud ERP, Product Support Specialist Job Ref: PC/SC0621

Acumatica, The Cloud ERP, Product Support Specialist Job Ref: PC/SC0621

Acumatica, The Cloud ERP, Product Support Specialist  Job Ref: PC/SC0621

Pinnacle, an Acumatica Certified Gold Partner, is seeking to recruit a Product Support Specialist to join our rapidly expanding team. This position offers flexible home-based working, with access to any of Pinnacle’s UK offices. 

About Acumatica, The Cloud ERP

Acumatica, a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

What you’ll do:

As a Product Support Specialist, you will directly interact with our customers ensuring the highest level of customer satisfaction through technical support.

Roles and Responsibilities:

  • Provide direct support to customers by responding promptly to inquiries within established Service Level Agreement objectives
  • Become highly proficient with using Acumatica’s product suite.
  • Troubleshoot and analyze application-related issues and solve problems over phone/web meetings.
  • Establish and maintain a positive and professional relationship with clients.
  • Analyze customer's business and technical requirements and deliver appropriate solutions.
  • Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
  • Manage client technical service requests. Ensure timely resolution of customer issues, escalating when necessary. Ensure clients receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
  • Share best practices with team members to enhance the quality and efficiency of client support.
  • Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices.

What you need to succeed:

  • ERP Support Experience
  • Experience in account management or service and support. Experience troubleshooting business software products required.
  • Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
  • Strong verbal and written communication skills
  • Experience with writing SQL scripts/views, be comfortable working with MS SQL databases to troubleshoot data-related issues would be advantageous.
  • Detail-oriented and excellent multi-tasking skills
  • Exceptional interpersonal and organizational skills
  • Must work well in a team environment and present a professional demeanor
  • Must be flexible, reliable, trustworthy, and absolutely confidential with all matters
  • Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)
  • Report designer experience (Sage, Crystal etc)

How to Apply

Please send in your CV, with the job reference number to

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