As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software, network systems, and hardware. You will document and escalate issues as necessary with the needed urgency based on issue impact. We are seeking applicants with advanced English skills, strong customer experience skills, and excellent analytical and troubleshooting abilities to support our technical support team.
What you will be doing: Confer with customers via phone, email, or chat to diagnose technical and/or system problems, troubleshoot, repair, and test solutions, fully documenting and escalating if necessary.Follow procedures to troubleshoot client-server software application issues involving SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.Respond to situations where standard procedures have failed to isolate or correct system or software failures, using customer-centric interpersonal skills and providing technical product knowledge.Stay up-to-date with software updates and/or changes to provide timely and accurate solutions to customers.Assist with system setup, configuration, and use of programming and integration tools and techniques that aid in the customization, extension, and integration of products.Address concerns brought up by other departments such as customer experience or sales, and assist in mentoring other team members.Contribute to and use the department's knowledge base articles and FAQs.What you will likely bring: 3+ years of applicable experience with demonstrated success and industry knowledge, along with proficiency in Microsoft SQL, ERP applications, or analytical tools.Experience in database administration, including installation and configuration, along with understanding of financial, manufacturing, retail, or distribution business processes.Advanced English skills with the ability to effectively communicate both verbally and in writing, along with strong customer experience skills to stay calm with customers.Knowledge of specific system application fundamentals and business processes in the Accounting area, including Accounts Receivable, Accounts Payable, General Ledger, and Out of Balance Reconciliation.What could set you apart: Inventory/Distribution experience, including buying, selling, storing, transferring inventory, cycle counts, and physical inventory, along with previous application support experience.Ability to collaborate with teams in Monterrey, India, and the US.Experience in a support environment with high call volumes.At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology.
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that's who we're interested in. If you have interest in this or any role- but your experience doesn't match every qualification of the job description, that's okay- consider applying regardless.
#J-18808-Ljbffr