General information

Office (s)
Minneapolis, MN
Date Published
Thursday, September 29, 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:
The Principal Support Analyst will focus on managing the day-to-day operations of cloud customers.  This role will be an expert in support and cloud processes and will lead the execution of support services for Epicor cloud customers.  They will work collaboratively with the cloud, development, services and support teams to ensure customer satisfaction.  The role will recommend processes improvements to influence best practices.  This resource will also be responsible for managing the cloud activity through dashboards and monthly/quarterly reporting to management on cloud activity

What You’ll Do:
Customer intervention, for those customers who are escalated, need short-term mediation of case activity and/or collaboration from cloud teams. 
Working with key support, DevOps (CDaaS) and development teams to drive outcome and resolution to key customer issues
Working with dev leadership and cloud core teams to provide detailed overview of problem situation and corrective actions
Guides team members on processes execution specific to cloud customers
Mentors/Trains employees on case handling and operational process specific to cloud
Proactively manages to cloud SLTs, Pro and Essential program Statement of Service Guidelines 
Updates operational process and associated documentation based on the service delivery experiences of our customers
Works ahead of the teams for resolution ideas for issues that have been escalated by customers while documenting findings and recommending solutions to the broader organization 
Drives knowledge build and documentation material specific to cloud
Works collaboratively with DevOps and Cloud Core/leadership on continuous improvement projects

What You Need to Succeed:
Overall application experience working with customers on prem and in the cloud
Must be effective in working both independently and in a team setting
Excellent communication skills, both written and oral are required
Prefer 5+ years of practical, hands-on experience
Excellent technical knowledge with proven, extensive experience in multiple technical infrastructure design areas and in technology management
Ability to create constructive relationships, influence, and communicate 
Ability to lead complex, cross-functional problem-solving initiatives
Exceptional analytical, conceptual, and problem-solving abilities
Exceptional understanding of the Client’s goals and objectives
Excellent interpersonal and consultative skills
Ability to present ideas in user-friendly language
Proven ability to prioritize and execute tasks in a high-pressure environment
Promoting a team-oriented, collaborative environment

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.”