Job Description

About SVA Consulting:

SVA Consulting is committed to delivering exceptional customer

experiences through innovative business solutions and strategic support.

We collaborate with clients to understand their unique challenges,

offering tailored post-implementation support that empowers them to

achieve operational excellence. Our team is at the intersection of

business and technology, fostering a culture of continuous improvement,

collaboration, and growth. At SVA, you'll have the opportunity to develop

your skills, build meaningful relationships, and contribute to

transforming the way our clients manage corporate performance.



:

SVA Consulting is seeking a client-centric ERP Technical Support Specialist

to serve as the frontline Help Desk resource for SVA Consulting's clients.

This position serves as the initial point of contact for end users who

require assistance with day-to-day ERP system functionality, basic system

configuration, and general troubleshooting. The ERP Technical Support

Specialist plays a critical role in delivering a positive client experience by

providing timely, accurate, and professional support while ensuring

issues are properly documented and resolved or escalated.



This role focuses on resolving common functional and basic technical

issues, answering "how-to" questions, and guiding users through best

practices. When issues exceed Tier 1 scope, the ERP Technical Support

Specialist gathers all necessary information, documents findings clearly,

and escalates cases efficiently to Tier 2 / Tier 3 consultants or

development teams to ensure prompt resolution.



The ideal candidate is highly customer-focused, organized, and analytical,

with a strong interest in business processes and providing top notch

customer experiences. This position is well-suited for individuals looking

to build a career in consulting, support, or business systems analysis

within a fast-paced working environment.



This is an hourly role, and may be fully remote or hybrid/onsite at either our Madison,

WI or Brookfield, WI locations.



Key Responsibilities:

Serve as the first point of contact for new support cases submitted

by clients seeking assistance.

Troubleshoot and resolve all Tier 1 issues. Document activity, root

cause analyses, and resolutions.

Escalate cases, when appropriate, based on established escalation

paths. Monitor direct escalations for follow-up and to ensure timely

resolution.

Provide customer support through multiple channels, including

meetings, virtual sessions, phone calls, emails, and messaging.

Respond with urgency to time-sensitive client or internal requests. Advocate for client needs internally, collaborating with crossfunctional

teams as needed.

Foster positive working relationships with our third party partners Engage with Acumatica's Open University and Support Portal to

stay updated on product knowledge and be informed of new

functions that can benefit all customers.

Perform all other duties as assigned.

Qualifications:

Bachelor's degree in Business, Finance, Accounting, Computer

Science, or related field.

2+ years of experience in technical customer support

(ERP/Acumatica experience highly preferred)

1+ year of experience with managing support queues in CRMs

and/or ticketing systems (Acumatica Case Management experience

highly preferred)

Demonstrated ability to learn new software solutions quickly.
Equal Opportunity Employer

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