Application Support Engineer

Cincom Systems is a global leader in enterprise software solutions, delivering innovative and customer-centric products across multiple industries.

We are looking for someone to join our Cincom CONTROL Team! Cincom CONTROL is an enterprise level ERP solution. Cincom CONTROL offers advanced manufacturers high efficiency, precision production controls and innovative capabilities like lean, demand flow and supply chain management within a stable, high-performance platform.

Responsibilities :

• Provides product support throughout life cycle of issue from initial entry through resolution.
• Coordinates problem-solving efforts, provides regular communication to customers, record keeping of research, leads data discovery, bug tracking to engineering, validation of solution inhouse, customer delivery of resolution and finally confirmation of solution to business issue.
• Provides technical and application functional support via phone, email or online conference for licensed customers, field personnel, partners and re-sellers.
• Analyzes data and runs tests upon finding a root cause.
• Collects appropriate data by interviewing the contacts for the particular issue then documents all activities related to reaching a resolution for the reported issue within the case management system.
• Determines, recommends and executes the appropriate actions for resolution, which may be more complex and input from development before pursuing a particular path may be needed.
• Interact with team members to facilitate knowledge transfer and to accelerate product knowledge expertise.

Requirements