.RequirementsDescription & RequirementsThe Job:The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary with the needed urgency based on issue impact.What you will be doing:Confers with customers via phone, email or chat to diagnose technical and/or system problems, troubleshoot, repair and test solutions. Fully documents and escalates if necessary.Follows procedures to troubleshoot client-server software application issues that may involve SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.Addresses concerns brought up by other departments such as customer experience or sales.Assists in mentoring other team members.Contributes and uses department's knowledge base articles and FAQs.What you will likely bring:Advanced English skills: Ability to effectively communicate both verbally and in writing.Customer experience skills (Ability to stay calm with customers).Knowledge of specific system application fundamentals and business processes in the Accounting area (Accounts Receivable, Accounts Payable, General Ledger, Out of Balance Reconciliation, etc.).AND/OR Inventory/Distribution experience; Buying, selling, storing, transferring Inventory. Cycle Counts, Physical Inventory.Detail oriented.Analytical & Troubleshooting Skills (knows how to examine the information, ask questions based upon the information & their knowledge, and likes to dig into the detail), previous application support experience is a big plus.Independent learner - Desire to dig in and learn in addition to provided training and support.Can collaborate with teams in Monterrey, India & the US.Experience in a support environment with high call volumes desired.Qualifications:3+ years applicable experience and demonstrated success/knowledge.Industry knowledge/experience.Knowledge of Microsoft SQL, ERP applications or analytical tools.Knowledge of financial, manufacturing, retail or distribution business processes.Database administration, installation and configuration experience.The Global Support TeamThe Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines
