Technical Support Specialist
5 days ago
Job Summary
We are seeking a skilled Technical Support Specialist to join our team at Epicor Inc. As a Technical Support Specialist, you will be responsible for diagnosing, troubleshooting, and debugging technical and application-related software issues received by the support team.
Key Responsibilities
- Monitor the support queue and investigate support cases, fully documenting and understanding the issues, and gathering necessary information to resolve or escalate.
- Manage and follow up on assigned support cases, clearly and professionally communicating case updates to customers by phone and email in a timely manner.
- Escalate P1 and urgent issues to the Support Manager and provide functional application training to customers on Epicor products as required.
- Troubleshoot and recreate software issues reported by customers, and log tasks for software development to address.
Requirements
- Post-secondary education in a related discipline or industry knowledge/experience.
- Experience with software business processes (inventory management, production processing, purchasing management).
- Strong analytical, troubleshooting, and presentation skills.
- Excellent communication skills (English verbal and written) and customer service skills.
- Proficiency with MS Office, Remote Desktop Connections, VPNs, and SQL (scripting, data fixing, stored procedures).
- Ability to multi-task, manage time effectively, and work well under pressure, both independently and in a team setting.
What We Offer
- Competitive pay and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and inclusive work environment.
About Epicor
Epicor is a leading provider of enterprise software solutions for the manufacturing, distribution, and retail industries. We are committed to helping our customers succeed in today's fast-paced business environment.
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