ECI Software Solutions · 5 hours ago
Application Support Technician
United States
Full-time
Remote
Mid Level
4+ years expECI Software Solutions is seeking an Application Support Technician to enhance customer satisfaction through exceptional support. The role involves diagnosing and resolving customer issues, collaborating with cross-functional teams, and providing technical expertise on ERP products.
CRMEnterprise Resource Planning (ERP)SaaS
Responsibilities
Provide frontline support by responding to customer inquiries, diagnosing software issues, and ensuring a timely and empathetic resolution of customer requests
Collaborate within the swarm support model to resolve customer issues efficiently and effectively
Serve as a knowledgeable resource within the swarm, staying current on evolving product functionality and new releases
Work closely with cross-functional teams to address software defects, enhancement requests, and customer concerns
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
Qualification
Required
4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products
Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components
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
Excellent analytical and troubleshooting skills with a focus on delivering solutions that enhance the customer experience
Strong decision-making capabilities
Proven ability to work as part of a fast-paced, high-performance team
Exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience
Strong decision-making abilities, ensuring well-informed and timely resolutions
High-energy, 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
Proficiency in writing and optimizing SQL queries to retrieve, analyze, and manipulate data across relational databases (e.g., MySQL, PostgreSQL, SQL Server)
Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues
Basic understanding of RESTful APIs and SOAP services for troubleshooting integration issues
Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments
Understanding of basic network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues
Knowledge of Standard IT hardware and equipment
Ability to diagnose and solve application issues
Microsoft Office 365 tools and features
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
Preferred
Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving
Customer Service Experience
Superior phone and call handling skills
Windows OS knowledge
Some Experience with Database management
Basic Accounting Knowledge
Company
ECI Software Solutions
ECI Software Solutions provides small and medium-sized enterprises with business management tools and cloud-based technologies.
1001-5000 employees
H1B Sponsorship
ECI Software Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageTotal Funding
$80MKey Investors
New Enterprise AssociatesAccel
2020-11-19Acquired
2006-01-01Series Unknown
2002-01-02Series C· $21M
Leadership Team
Trevor Gruenewald
Chief Executive Officer
Fred Tillman
VP Product Development
Recent News
Best ERP Software, Vendors, News and Reviews
2025-12-13
2025-12-10
Company data provided by crunchbase