General information

Office (s)
Kuala Lumpur, MY
Date Published
Wednesday, March 16, 2022
Job ID
Information Technology

Description & Requirements

About Epicor

With nearly 40 years of combined experience serving midmarket organizations and divisions of Global 1000 companies, the company has more than 20,000 customers in over 150 countries. With a history of innovation, industry expertise and passion for excellence, they inspire customers to build lasting competitive advantage. The company provides the single point of accountability that local, regional and global businesses demand. The Company’s headquarters are located in Texas, with offices and affiliates worldwide

About The Role:

The role of a member of the Epicor Cloud Services team is to manage incidents, changes and problems reported by the hosted customers, attend monitoring alerts and work in accordance to internal Standard Operating Procedures. The day to day tasks may include troubleshooting, investigating system issues, updating ticketing tools, answering emails, telephone calls, updating and following up with customer’s questions and enquiries. Activities may also include updating documentation, testing solutions, developing scripts and fixes, as well as writing / adjusting reports and coordinating issues with other departments.

What you’ll do

• Be part of a ‘Global Cloud Service department’, while being an Epicor employee.

• Investigate and analyze reported user’s queries/issues/problems from external customers through to a satisfactory conclusion within the SLA’s that are specific to the customer.

• Ensure that the recommendations/ solutions are in accordance to the Standard Operating Procedures and customer’s system design.

• Update users/customers during the troubleshooting and lifecycle of the issue, ensuring the customer is always up-to-date.

• Test solutions, scripts and fixes (within parameters provided by the customer management), and co-ordinating issues with other departments.

• Produce necessary documentation of Epicor Cloud Services service’s and users.

• Coordinate with the customers on solutions to be completed at the customer’s site.

• Prepare and provide execution instructions for the relevant users and customers.

• Consult with experts outside of department where issues that cannot be solved.

What you need to succeed

Experience with Active directory & Windows Server

Fluent spoken and written English language

Enthusiasm and willingness to learn and develop

Weekend & Holiday availability

What could set you apart

Microsoft RDS

Microsoft SQL

File Transfer Protocol [FTP]