General information

Office (s)
Monterrey, MEX
Date Published
Thursday, April 7, 2022
Country
Mexico
Job ID
19915
Function
Global Support

Description & Requirements

About us:

We provide flexible, industry‐specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 40 years of experience with our customers’ unique operational requirements are built into every solution―in the cloud, hosted, or on premises. With this deep understanding of our customers industries, Epicor solutions manage complexity, increase efficiency, and free up resources to enable our customers to focus on growth.

Role Summary/Purpose:

Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:

  • Respond to client calls in a professional manner, providing appropriate solutions and advice
  • Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
  • Ensuring Service Quality levels are maintained and adhered to
  • Ensuring all issues are handled in a timely manner
  • Reviewing outstanding issues, ensuring clients are kept informed of progress
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme

Essential Responsibilities: 

  • Fluent (written and spoken)in English.
  • Degree in Finance/Accounting, IT/Systems, Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering)
  • Demonstrated expertise in meeting business needs with technology solutions.
  • ERP knowledge highly advantageous.
  • Minimum of three years related experience (preferred but not essential).
  • Customer service experience will be valued.

Technical Skills:

Manufacturing/Supply Chain:

  • Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
  • Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.

Accounting/Finance:

  • AR, AP and General Ledger
  • Inventory/Work In Process
  • Financial Reporting/Statements
  • General Ledger account reconciliation
  • Job Costing, fix Assets and multi-company consolidations

Technical:

  • IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment)
  • Management Microsoft operating systems
  • IT Knowledge
  • Database administration
  • Knowledge of Programming in SQL
  • Basic Knowledge in networking and telecom
  • Knowledge of database coding process

Personal skills:

  • Excellent verbal communication skills
  • Service-oriented with ability to prioritize tasks in a stressful environment
  • Strong skills for analysis, troubleshooting and problem-solving.
  • Ability to work independently with minimal supervision
  • Willingness to learn and explore new technologies

Why you should click apply:

With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen skills, and to work interdepartmentally on a global level.


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