General information

Office (s)
Remote, US
Date Published
Wednesday, June 15, 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:
Responsible for overseeing the on-site installation, servicing, and repair of equipment/systems including evaluation of existing installations for operational efficiencies and potential business risks. Functions as a company liaison with customers on administrative and technical matters for assigned projects. Identifies, positions, sells, and delivers consulting services for networking and security related topics. Responsible for billing of both T&M and consulting services.

What You’ll Do:
Provides quality telephone support with a high degree of customer service, product expertise and timeliness
Troubleshoots, diagnoses, and oversees repairs of defective equipment and software
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
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

What You Need to Succeed:
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.
Customer experience skills
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
Experience in a support environment with high call volumes desired
Requires Minimum of 5 years’ experience in a field customer facing role
Requires an associate degree in a Technical Field or equivalent experience
Industry knowledge/experience

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.”