What are the responsibilities and job description for the ERP Application Support Specialist position at Insight Global?
Insight Global is seeking a Support Technician to join our ERP Application team, focusing on Infor CloudSuite. This position involves being the first point of contact for customers experiencing issues with their ERP system, handling initial customer interactions with precision and care. The Support Technician will be responsible for creating and triaging tickets through ServiceNow, while also utilizing various communication tools like Microsoft Teams, Outlook, and Google phone to engage with users effectively. The role demands strong critical thinking skills, as the technician must quickly assess situations to determine the correct escalation teams and Points of Contact (POCs) in a high-pressure, fast-paced environment. Candidates must have proven experience working within stringent SLAs, with a 1-hour turnaround time for initial triage, 12 hours for ticket assignment, and up to 72 hours for resolution. The position also requires ongoing communication with customers until the issue is fully resolved, ensuring satisfaction and clarity throughout the process. The schedule for this role is typically operates Monday to Friday, starting at either 7:30am or 8am and ending at 4:30pm or 5pm, with adjustments based on support needs.
Requirements:
- Bachelors degree in information technology or one year of professional information technology support experience
- Application support experience
- Critical thinking and organization skills
Plusses:
- Prior experience developing supplement aides or one-pagers for users
Salary : $45,000 - $55,000
