General information

Office (s)
Remote, US
Date Published
Friday, August 12, 2022
United States
Job ID
Global Support

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:

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.”