Senior Application Support Technician

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

Who is ECI?

At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.

• We offer competitive benefits focused on employee well-being, including paid volunteer time off!
• We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).
  
  

Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

Location: Provo, UT - Hybrid

As a Senior Application Support Technician, you will be a key contributor within our dynamic swarm support model, leveraging your advanced technical expertise to resolve complex customer issues and ensure outstanding customer experiences. This role focuses on in-depth problem-solving, technical troubleshooting, and collaborating with cross-functional teams to address intricate challenges.

We are seeking a seasoned professional with extensive technical skills, a customer-focused mindset, and a proactive approach to issue resolution. Your ability to diagnose and resolve complex issues efficiently and contribute to shared team knowledge will be critical to your success.

Key Focus Areas

• Advanced Customer-Centric Support: Ensure every customer interaction results in a positive and memorable experience. Resolve escalated customer cases with expert troubleshooting while delivering empathetic, high-quality support and guidance on best practices.
• Swarm Collaboration: Act as an advanced technical resource within the swarm support model, collaborating with peers to resolve complex cases efficiently and sharing expertise to enhance team problem-solving. Support the team by contributing to the development and improvement of internal knowledge bases and resources.
• Technical Expertise: Demonstrate proficiency in application diagnostics, monitoring tools, and database troubleshooting, along with familiarity in cloud platforms, APIs, network protocols, SQL, and basic accounting principles.
  
  

Daily Responsibilities

• Customer Support: Address escalated customer inquiries by diagnosing complex software issues and ensuring timely, high-quality resolutions across phone, email, customer portal cases, and chat interactions.
• Swarm Collaboration: Serve as a senior resource within the swarm support model, collaborating with peers to efficiently resolve challenging issues and sharing advanced insights to enhance team performance.
• Product Expertise: Act as a subject matter expert, maintaining deep knowledge of evolving product functionality, new releases, and their impact on customer needs.
• Cross-functional Collaboration: Partner with cross-functional teams to resolve software defects, process enhancement requests, and address critical customer concerns effectively.
• Customer Follow-up: Provide proactive and thorough follow-up on unresolved issues, ensuring clear, empathetic communication that keeps customers informed throughout the resolution process.
  
  

Minimum Requirements

• Experience: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, logs, data, and environmental components.
• Communication: 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 deadlines while maintaining a focus on customer satisfaction.
• Problem-Solving: Advanced troubleshooting and decision-making abilities to resolve complex challenges effectively.
• Collaboration: Proven ability to work as part of a fast-paced, high-performance team. Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.
• Adaptability and Resourcefulness: Possesses analytical and troubleshooting skills with a focus on delivering effective solutions that enhance customer experience. Demonstrates strong decision-making abilities, navigating unfamiliar issues independently, ensuring well-informed and timely resolutions. This role requires leveraging Swarm support techniques, collaborating with team members, utilizing available resources, and adapting quickly to diverse and evolving challenges.
• Personal Attributes: 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.
  
  

Desired Skills/Experience

• Customer Service Experience
• Superior phone and call handling skills
• Proficient Windows OS knowledge
• Proficient Accounting Knowledge
• Technical Skills:
• Monitoring and Logging: Experience with monitoring tools and analyzing application logs to identify issues.
• API Integration: Proficient understanding of APIs and SOAP services for troubleshooting integration issues.
• Cloud Platforms: Knowledge of cloud services (e.g., AWS, Azure) and the ability to troubleshoot applications hosted in cloud environments.
• Network Troubleshooting: Understanding 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, with skills in Excel for data validation
• SQL and relational database knowledge, including the ability to run SQL queries and troubleshoot complex data sets
• Familiarity with Microsoft IIS, Crystal reports, and email configuration
  

Education: 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.

In addition to our competitive salary and award-winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.