What are the responsibilities and job description for the Support Specialist position at ACOM Systems?
Description
Are you passionate about solving technical challenges and delivering outstanding customer experiences? We are seeking a Support Specialist to assist customers with ACOM’s IBMi and Windows-based products.
About ACOM Systems
For over 30 years, ACOM Systems has been a trusted leader in Document, Payment, and Forms Management software for the IBMi (System i, AS/400) platform, as well as Payment solutions on Windows. Our mission is to deliver innovative solutions backed by exceptional customer support. We pride ourselves on helping businesses streamline operations and maintain security in payment processing.
About Valsoft Corporation
ACOM Systems is part of Valsoft Corporation, a global leader in acquiring and growing vertical market software businesses. Valsoft empowers companies to thrive by providing resources and expertise while preserving their unique identity and customer-first approach. Joining ACOM means becoming part of a dynamic, growth-oriented organization with a worldwide footprint.
Requirements
Key Responsibilities
IBMi (System i, AS/400):
Are you passionate about solving technical challenges and delivering outstanding customer experiences? We are seeking a Support Specialist to assist customers with ACOM’s IBMi and Windows-based products.
About ACOM Systems
For over 30 years, ACOM Systems has been a trusted leader in Document, Payment, and Forms Management software for the IBMi (System i, AS/400) platform, as well as Payment solutions on Windows. Our mission is to deliver innovative solutions backed by exceptional customer support. We pride ourselves on helping businesses streamline operations and maintain security in payment processing.
About Valsoft Corporation
ACOM Systems is part of Valsoft Corporation, a global leader in acquiring and growing vertical market software businesses. Valsoft empowers companies to thrive by providing resources and expertise while preserving their unique identity and customer-first approach. Joining ACOM means becoming part of a dynamic, growth-oriented organization with a worldwide footprint.
Requirements
Key Responsibilities
- Provide professional, courteous support to customers via phone and other channels.
- Diagnose and resolve technical issues promptly.
- Document and update all support interactions in CRM.
- Close support cases with customer approval once resolved.
- Gather complete details for escalation to Development when necessary.
IBMi (System i, AS/400):
- Job Management: Monitor active jobs (WRKACTJOB) and job queues.
- Spool File Management: Handle output queues (OUTQ) for check images and reports.
- CL & RPG Knowledge: Understand Control Language (CL) for troubleshooting.
- Familiarity with basic IBMi commands for navigation.
- Strong troubleshooting and problem-solving skills.
- Knowledge of ACH processing and Positive Pay concepts.
- Intermediate SQL knowledge (queries, troubleshooting, data validation).
- Working knowledge of Windows OS and Windows Registry.
- Experience installing/uninstalling Windows applications.
- Understanding of client/server application concepts.
- Knowledge of check printing software, ACH processing, Positive Pay, and MICR line structure.
- Post-secondary diploma or degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 2 years of technical support experience in a software or IT environment.
- Prior experience supporting IBMi (System i, AS/400) systems and Windows-based applications is highly preferred.
- Experience working with payment processing systems, check printing software, or similar financial applications is an asset.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- In Office role with possibility to move to hybrid.