Solving the most complex technology and business challenges is what Appficiency is about. As the top partner for creating the new industry benchmarks in the ERP Services, Appficiency is an Oracle NetSuite Alliance Partner with over 7 different industry and partner awards. We are a leader in both construction and manufacturing and as a top 5 Alliance Partner, we go to work each day solving the hardest industry problems and sharing these news-worthy achievements to set a higher bar for the professional services and software industry.
The Value
Appficiency understands that people are our greatest strength. We always put our talented people first and invest heavily in their learning and career opportunities. We consistently provide amazing opportunities to learn, innovate and lead. We combine advice with action to develop experts that are knowledgeable and passionate about what they do. Appficiency is committed to developing a culture built on integrity, collaboration and growth, and is proud to be an equal opportunity employer. In addition, as part of our growing global network, there are opportunities to work with international teams and clients, or even help lead our global expansion.
The Grind
We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the interchange of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative.
No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.
This is one of the most versatile roles in the Software Strategy Team (SST) at Appficiency! This is your chance to be a multi-purpose skill set by being both a key installer facing customers and the forefront of driving customers satisfaction in industry and software expertise. Through software development innovation and predicting the solution for complex business problems, you will be a key member of multiple teams including sales, product development and providing industry expertise to consultants. In addition, you will play an important role in driving changes in our NetSuite products by providing insights on how customers can be better served by the product development teams. You will ensure that customers are successful, referenceable, and have a high NPS/Customer Satisfaction.
The Talent
A dynamic Product Support Engineering is to drive customer satisfaction by tackling complex challenges in NetSuite products and implementations. You will be the champion of our products and accelerate our customer's success by providing timely and efficient solutions. You will partner closely with appficiency's product development team to leverage customers insights to resolve our customer's biggest pain points when using our products and services, and play a critical role in shaping the future of our existing and future products. You will also be responsible for defining best practices, infrastructure processes and SOPs of the Support team.
The Commitment
- You will be the subject matter expert for Appficiency's NetSuite software enhancements and apps, utilizing your expert knowledge and best practices to respond to and resolve our customer's toughest support concerns
- Provide primary product support, training and development project management
- Identify and route support issues to appropriate groups and escalate issues as required
- You will have the opportunity to work alongside Appficiency leadership to constantly shape the future of the Support organization; not limited to infrastructure, process, technology
- You will serve as the voice of the customer to internal stakeholders, providing insight and data to inform the team's product development
- You will work with development teams (product or services) to better understand issues and provide suggested solutions
- Log tickets and convert them to product knowledge FAQ and wiki.
- Continuously learn and stay up to date with changes in product and custom implementations
The Essentials
- 3+ years in technical support or help desk experience, preferably at a SaaS company
- Creative troubleshooter, with an analytical approach to problem solving
- Strong written and verbal communication skills, highly organized and capable of multitasking
- Self-motivated and can work autonomously in a high-speed environment
- An owner's mindset - you don't shy away from the hard stuff
The Add-Ons
- 2+ years experience in NetSuite
- We are a global company, so international experience is a plus
- Degree in computer science/engineering, or equivalent work experience
