Senior Tech Support Specialist – ERP Solutions
Gravity IT Resources
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Job Title: Senior Tech Support Specialist – ERP Solutions
Location: [Location] (Open to Full-Time or Temporary)
Company: [Client]
Job Description:
[Client] is seeking an experienced Senior Tech Support Specialist to join our team, focusing on ERP solutions. This role is critical as we head into a significant period with 20+ go-lives scheduled for the coming year. The ideal candidate will have strong SQL skills, a knack for troubleshooting complex issues, and familiarity with federated SSO systems. This position will involve a mix of database investigation, customer interaction, and collaboration with engineering teams to ensure seamless ERP operations.
Key Responsibilities:
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Case Investigation (75%):
- Conduct detailed investigations into customer-reported issues, primarily using SQL queries.
- Write and execute SQL scripts to troubleshoot and correct data issues in the backend, such as resolving problems with customer invoices.
- Analyze and review database architecture, including antiquated systems, to identify and address issues.
- Document findings meticulously, including SQL scripts created, and escalate unresolved issues to the engineering team with detailed reports.
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Customer Interaction (25%):
- Communicate with customers to gather details about issues, provide updates, and explain solutions or next steps.
- Offer guidance on using ERP systems and address any concerns or questions they may have.
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Technical Collaboration:
- Work closely with the application support team and engineering team to isolate and address defects in the ERP software.
- Assist in provisioning and troubleshooting federated Single Sign-On (SSO) systems as needed.
Requirements:
- SQL Proficiency: Must be highly skilled in writing and understanding SQL queries, with a proven ability to investigate databases and code.
- ERP Experience: Background in ERP systems is beneficial but not required. Experience with ERP systems like Premier’s ERP, Workday, Lawson, Oracle ERP, or similar is a plus.
- Technical Support Experience: Experience in a technical support role, especially related to ERP or application support, is desirable.
- Software Development Experience: While not required, experience in software development is advantageous.
- Familiarity with Federated SSO: Knowledge of federated Single Sign-On systems, including understanding provisioning and troubleshooting.