Fresh Consulting is an IT consulting firm that focuses on leveraging technology to deliver staffing services and business results to our clients. Fresh connects talented IT professionals in addition to offering collaborative teams of consultants to deliver results for clients ranging from enterprise-sized firms to start-ups. With operations in three countries and clients around the globe Fresh delivers solutions across multiple verticals and technology platforms. Contact us today for IT Consulting Services and Fresh ideas!

Our client that is located on Bainbridge Island, WA is asking for you to join the revolution with them!  Our client is one of the fastest growing technology companies in the United States, is seeking an ERP Implementation & Customer Support Engineer.  It’s important to not that this is NOT an IT, networking or a systems admin role, but rather a customer/client software support role.

Job Summary:

As the ERP focused Implementation and Support Engineer you must be able to adapt to a fast paced environment and change with our growing business. This position requires a quick learner who takes personal responsibility for customer satisfaction and completing tasks on time with a high level of detail. As a part of the Customer Support organization, you will be required to take customer phone calls, respond to customer emails and chats in a timely manner. In addition to ERP Sage products you will also be responsible for providing technical support for our various lines of software and Software-as-a-Service  (SAAS) products. The successful candidate will be required to document each customer contact, troubleshoot technical issues, escalate if needed, and manage the resolution for our customers to ensure a high level of satisfaction. You will also serve as the Sage SME within the support group and serve as the main point of escalation for these products.

Job Duties:

• Maintain a high level of customer satisfaction through professional communication and consistent and timely follow up.
• Monitor and respond to phone, email, chat or web cases for new and existing customers.
• Manage escalated support activities from initial report and documentation through resolution.
• Identify, recreate, research, prioritize and resolve product issues; documenting knowledge gained.
• Test our products with the latest product updates from Sage and report any issues to Product Management.
• Maintain a product library of Sage Virtual Machines to be used by support.
• Provide content for our internal Knowledgebase and customer facing Support Forums.
• Provide input to Product Management regarding product enhancements.
• Demonstrate product functions and features to internal and external customers either in person or remotely

Experience and Skills

• 2-5 years hands-on experience implementing or supporting an ERP product such as Sage Peachtree, MAS 90, MAS 200, AccPac, and/or MAS 500.
• A minimum of 2 years' experience in a technical support role supporting web based applications via telephone, email and chat.
• Excellent customer service, written and verbal communication skills.
• Demonstrated excellence in efficiency and accuracy are necessary.
• Ability to prioritize and multi-task under time constraints
• Ability to troubleshoot and problem solve in a quick, calm, analytical and methodical manner
• Ability to work independently and still make significant contributions to the team.
• Ability and willingness to work extra hours as needed
• Bachelor's degree in related field or equivalent work experience.