Job Description

Job Description:

We are looking for people that want to take the next step in their career with a locally owned, well established (since 1988) and energetic company that believe in our vision “delight every customer.” Our core product, Visibility ERP is a web-based enterpise resource planning software system designed to support the business needs of our manufacturing customers. We deliver on premise and SaaS enterprise application software solutions, consulting, and support that help complex manufacturers manage and grow their business. We work with customers that manufacture industrial machinery, remote operated submersible vehicles, robotic automation products, custom engineered vehicles, aerospace and defense products, and more. Our office is in the 100 Cummings Center building in Beverly, MA and features a modern layout and amenities including a private gym, dog friendly office, stand up desks, and numerous dining options in a dynamic campus location.

The ERP Software Implementation Support Representative will be responsible for providing critical support to Visibility customers. This role will be involved in managing Response Center tickets, conducting quality assurance (QA) testing, preparing and maintaining documentation, and delivering billable ERP consulting services.

Responsibilities:

• The ideal candidate should have a strong understanding of ERP systems, be detail-oriented, and possess excellent communication skills to work effectively with clients and internal teams.
• Candidate will support the Response Center as first line of support for incoming ERP-related tickets and inquiries, analyzing and troubleshooting issues, ensuring timely resolution.
• Ensure proper ticket documentation and communication with clients regarding status and resolution timelines.
• Perform functional testing of QA issues completed by our development team to verify the success of fixes and improvements.
• Collaborate with technical teams to document bugs or issues found during testing and help prioritize them for resolution.
• Prepare and maintain user manuals, training materials, and system documentation.
• Develop and update process flow diagrams, knowledge base articles, and other relevant documentation for internal and external users.
• Document system configurations, customizations, and business process workflows to ensure clear understanding and consistency during implementations.
• Provide ERP consulting services on a billable basis to clients, ensuring timely and accurate delivery of services.
• Guide clients through best practices, configuration, and business process improvements while ensuring alignment with ERP system capabilities.
• Support client training sessions and provide ongoing consultation to maximize system adoption and efficiency.
• Work closely with project managers, developers, and consultants to ensure successful ERP software deployment.
• Regularly communicate with clients to provide updates on support cases, project progress, and any required actions or decisions.
• Contribute to cross-functional meetings, sharing insights and feedback to improve overall project and system implementation quality.

Qualifications:

• 2+ years of experience in ERP system implementation, support, or consulting preferred.
• Experience in creating software documentation and Quality Assurance Testing.
• Experience in Customer Support, managing and resolving Response Center tickets.
• Excellent problem-solving and troubleshooting skills.
• Experience with Quality Assurance testing and defect management processes.
• Ability to create clear, concise documentation and training materials.
• Strong verbal and written communication skills.
• Ability to work independently as well as collaborate effectively within a team.
• Experience working with ticketing systems and CRM tools is a plus (Hubspot experience preferred but not required).
• Ability to manage time effectively and handle multiple priorities.
• Prior experience working in a client-facing, billable consulting role)

You'll be a good fit for this position if you can:

• Quickly and independently learn our software products by watching training videos, reviewing scripts, and studying documentation. Must be capable of self-study to get up to speed on Visibility functionality and best practices.
• Manage time effectively and handle multiple priorities.
• Understand ERP software terminology and processes.
• Problem solve, troubleshoot, and provide exceptional communication to customers and internal teams.
• Develop and update process flow diagrams, knowledge base articles, and other relevant documentation for internal and external users.
• Be a self-motivated team player ready to embrace working in our Beverly, MA office Monday through Thursday (Fridays can be remote). This is an in office position.

Compensation Structure:

• Visibility offers unique incentive based compensation packages including unlimited bonus potential, a comprehensive benefits package, career development/training assistance and an innovative, entrepreneurial atmosphere.

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