General information

Office (s)
Austin, TX, Bensalem, PA, Carlsbad, CA, Dublin, CA, Milton, GA, Solon, OH
Date Published
Tuesday, November 16, 2021
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:

The Manager, Customer Support is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.

What You’ll Do:

  • Leads a team of support specialists to provide appropriate and timely solutions to customers.
  • Diagnoses issues, identifies root cause, and implements solutions.
  • Works with other support leaders to resolve complex issues.
  • Oversees company policies and best practices are applied while giving support to the customers.
  • Ensures the team is properly trained in company products, tools and constantly learning about updates.
  • Serves as a resource for solutions to complex issues.
  • Responsible for accuracy in the department's knowledge base articles and FAQ's.
  • Collaborates with sales, marketing, and other areas to support customer needs.
  • Participates in user meetings, group conferences, etc. to learn about industry trends and common customer issues to recommend innovative support strategies: Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty.

What You Need to Succeed:

  • Coaching and mentoring skills to lead a team
  • Ability to consult, lead and deliver complex operational projects involving multiple stakeholders
  • Strong knowledge of testing processes and methodologies; strong technical skills
  • Experience working with CRMs and/or issue management tool, SaaS, or e-Commerce experience
  • Experience running and developing support programs.

Additional Skills That Could Set You Apart:

  • 8+ years applicable experience and demonstrated success/knowledge
  • 3+ years managing and developing employees
  • 3+ years of specialized/industry experience
  • Bachelor’s degree (or equivalent experience)
Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”