General information

Office (s)
Carlsbad, CA, Dublin, CA
Date Published
Wednesday, May 11, 2022
United States
Job ID
Global Support

Description & Requirements

About Us:
We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customer’s ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

About the Role:
The Technical Application Specialist, Senior is responsible for troubleshooting, diagnosing, and repairing diverse issues, combining strong technical and communication skills and advanced business knowledge. Proactively recommends process improvements. Will be responsible for the support of our Retail Eagle and Propello customers. Previous Eagle applications knowledge is preferred.

What You’ll Do:
Responsible for solutioning escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills.
Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Resolves customer concerns raised during installation, operation, maintenance, or compatibility matters.
Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
Proactively recommends process and strategy improvements and works with other team members to obtain solutions.
Coaches and mentors other team members ensuring consistency and high standards for customer service.
Specializes in key areas of the software including specific third-party software packages.
What You Need to Succeed:
Strong technical knowledge and detailed troubleshooting skills.
Ability to take inquiries from customers via multiple channels in a fast-paced call center environment.
Ability to multi-task call responsibilities with chat and/or email support and projects as assigned.
Ability to learn new concepts quickly and take the initiative to seek out training on new products as needed.
Call center background is required.
Demonstrate strong customer service skills, detail-oriented self-starter with a positive attitude.
Experience and working knowledge of inventory management, purchasing management, and the fundamentals of finance and accounting (including AP & AR).

Additional Skills That Could Set You Apart:
Accounting experience is a plus.
Experience in a software support environment with high call volumes and large numbers of clients and users.
Epicor Eagle applications knowledge is preferred.
Networking, Cloud, SAAS and Retail skills helpful.
Bi-lingual in Spanish preferred but not required.

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 your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.

“Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”