General information

Office (s)
Austin, TX, Dublin, CA
Date Published
Wednesday, May 18, 2022
United States
Job ID

Description & Requirements

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:

Customer Support Specialist will be responsible for answering customer questions, training customers on products, and resolving customer problems over the phone and through email. Additional responsibilities include providing technical assistance and support to customers, assist customers with software and data related tasks such as installing, configuring, testing, and troubleshooting of software for collection of auto shop system transactions.

What You’ll Do:

Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.

Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.

Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

Addresses concerns brought up by other departments such as customer experience or sales

Assists in mentoring other team members.

Contributes and uses department's knowledge base articles and FAQ's.

What You Need to Succeed:

Ability to effectively communicate both verbally and in writing

Customer experience skills

Knowledge of specific system application fundamentals and business processes

Strong problem solving and troubleshooting skills

Experience in a support environment with high call volumes desired

SaaS or e-Commerce experience

Additional Skills That Could Set You Apart:

3+ years applicable experience and demonstrated success/knowledge 

Knowledge of Microsoft SQL, ERP applications or analytical tools.

Database administration, installation and configuration experience

Basic graphic skills using Photoshop

Bilingual, English and French are a plus 

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.”