About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

As a front-line ERP expert, you will assist the VitalEdge Client base with the full use of their installed tools. VitalEdge ERP software (Software as a Service based company), is the core of the product family, in this role you'll be crucial in ensuring our clients receive exceptional support and assistance with our software solutions. You will be the primary point of contact for team members and clients seeking assistance with issues, product inquiries, and general guidance on the use of the ERP tool suite.

Responsibilities

• Provide advanced first-level support to clients via various communication channels including email, phone, and chat on the usage of the core ERP solution
• Troubleshoot technical issues related to our ERP software, escalating complex problems to senior support staff as needed
• Assist clients with software configuration, setup, month/quarter close and reconciliation efforts and advanced usage guidance
• Document and track client issues using our internal ticketing system, ensuring timely resolution and follow-up
• Collaborate with cross-functional teams including product development and quality assurance to address recurring client issues and improve product usability across the full ERP solution
• Conduct periodic check-ins with clients to gather feedback, identify areas for improvement, and ensure overall satisfaction of the core ERP application
• Participate in training sessions related to the ERP system to continuously enhance product knowledge and support skills
• Contribute to the creation and maintenance of knowledge base articles and support documentation

Required Skills & Education

• Bachelor’s degree in Information Technology, Finance, Computer Science, Business Administration, or a related field is a requirement
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and a passion for helping others, with examples provided
• Advanced understanding of ERP concepts and principles is a requirement
• Familiarity with SaaS products and cloud-based technologies strongly preferred
• Ability to work collaboratively in a fast-paced environment with a customer-centric approach
• Proficiency in using CRM software and ticketing systems is advantageous
• Prior experience in customer service or technical support roles is desirable but not required

VitalEdge is an Equal Opportunity Employer