ERP Technical Support Specialist

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.

Job Description:
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
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.