General information

Office (s)
Austin, TX, Dublin, CA, Minneapolis, MN, Solon, OH
Date Published
Monday, November 1, 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:

  • Improve customer response-time and case resolution time – Service Level Targets
  • Improve customer case resolution quality and case queue and other key KPIs
  • Handle case escalations from customers and reach out to customers to listen to their needs and formulate action items with follow-through
  • Manage Monthly National Account CS reviews with each NA customer team
  • Review customer feedback surveys
  • Monitor key CS metrics to measure performance and set actions
  • New staff onboarding and CS Eagle Auto troubleshooting training
  • New CS initiatives improve customer support – e.g., agent training, test systems, knowledge base loads
  • Support sales staff’s request for help on sales issues.
  • Set and manage CS agent goals along with agent reviews and ratings

What You Need to Succeed:

  • Ability to define, lead and drive business improvement initiatives to improve customer support
  • Skilled at speaking to customers or customer teams to communicate updates or engage them in a discussion on their key issues.
  • Experienced listening to and addressing customer concerns and issues via the phone, via email or in person at events and take corrective actions and provide follow-up.
  • Ability to lead, manage staff and motivate them to achieve the individual and team goals.
  • Knowledge of how to use and manage information and cases a case management system (like Epicor’s EpicCare customer support portal)

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.”