General information

Office (s)
Remote
Date Published
Monday, November 1, 2021
Country
United States
Job ID
19607
Function
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 customers’ 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.

Service Technician:

  • Provides quality telephone support with a high degree of customer service, product expertise and timeliness
  • Troubleshoots, diagnoses, and oversees repairs of defective equipment
  • Performs selected software troubleshooting and repair
  • Establishes and maintains effective customer relations
  • Resolves issues with maintenance agreements, and presents service offerings
  • Maintains current knowledge of relevant product offerings and product support procedures in order to provide accurate solutions to customers
  • Documents customer problems/issues as well as troubleshooting steps and resolutions
  • Elevates unresolved problems or issues within prescribed timeframes
  • May train new employees and conduct phone monitoring sessions for product and customer orientation

Consulting Services:

  • Be able to attain a monthly revenue quota
  • Sell and provide consulting services on a regular basis
  • Sell/upgrade and install products for the existing customer base
  • Generates revenue by charging the customer time and materials for any work not covered by the support agreement

Skills:

  • Demonstrated troubleshooting and analytical ability coupled with strong decision-making skills and willingness to support changing department initiatives.
  • Requires an Associate’s Degree in a Technical Field or equivalent experience.
  • Requires the ability to troubleshoot and configure various Hardware and Software including but not limited to: Server’s, PC’s, Scanners, Printers, RF and POS equipment, Windows OS, and Linux.
  • Requires attention to detail to ensure accuracy at all steps in the process.
  • Requires good oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company
  • Requires excellent communication and interpersonal skills
  • Ability to work both independently and as a team to accomplish departmental goals.
  • Requires the ability to listen to and understand customer needs.
  • Requires the ability to sell product and services to the existing base.
  • Fluent in windows as well as Outlook email.
  • Skill to exercise initiative and follow-up regarding issues and work assignment to ensure that department objectives and customer expectations are met in a timely manner.
  • Proficiency in using customer service tools sufficient to meet satisfactory level of customer support.
  • Judgment sufficient to quickly resolve customer issues and escalate appropriately.

Experience:

  • Requires Minimum of 5 years’ experience in a field customer facing role
  • Requires previous experience in driving incremental revenue from sales of added value services
  • Experience with Retail Hardware a plus
  • Experience within a software company is a plus
Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”
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