Tier 3 Application Support Specialist

Starcom seeks an experienced Tier 3 Application Support Specialist to provide the highest quality of technical support, application QA and ongoing implementation assistance. Plant Partner ERP is a mission critical, vertical market ERP application tailored for Floriculture and Horticulture businesses. This position is 100% remote.

Success in this role requires:

• Continuous learning. The program is feature-rich with extensive configuration to tailor functionality to unique customer business models.
• Commitment to customer success. Many of our customers have been with us for decades. You will work closely with customers daily in a fast-paced environment to discern requirements, troubleshooting issues and assist them to navigate complex systems and achieve their implementation goals.

Essential skills include:

• Proven expertise in relational database support and SQL. Plant Partner ERP has a complex data model (MS SQL Server) and successful candidates will leverage SQL to investigate and confirm data as part of troubleshooting and QA tasks.
• Experience supporting software in a manufacturing context. Plant Partner ERP requires familiarity with manufacturing workflows.
• Proficiency in data analytics using reporting software (Crystal), dashboards (Power BI) and complex spreadsheets.
• Excellent written and verbal communication skills.
• History of successful customer service and positive customer feedback.
• Ability to read java code a plus.

The Job

• Develop and execute a strategy to rapidly become a subject matter and business logic expert through an intensive, primarily independent learning process.
• Manage incoming Tier 3 troubleshooting tickets and escalations to identify root cause and communicate any data resolutions, configuration changes, or education necessary.
• Escalate any program defects through development channels and follow through on resolutions with QA and release approval.
• Assist customers to build custom reports and BI visuals.
• Assist with onboarding new customers and data migration.
• Advanced training for existing customers.
• 100% Remote position

About Us

We are a small, fully remote vertical market software development company headquartered in the Seattle area. With a focus on deep understanding of the unique domain and continuous innovation, we have proudly served many of our clients since our founding in 1981. Learn more at plantpartnersolutions.com

Details

• Salary starting at $70k per year depending on experience and technical skills.
• Work schedule is Monday through Friday from 8 to 5
• Health and dental insurance
• Paid Time Off
• Occasional travel required