General information

Office (s)
Dublin, CA
Date Published
Friday, February 9, 2024
Country
United States
Job ID
23731
Function
Global Support
Recruiter
Bun, Mouyheang
Salary Range
40,000 - 100,000

Description & Requirements

Software Application Specialist | Eagle

Based in our Dublin California office, our support organization is strongly customer-driven and comprised of highly skilled and well-motivated Application Specialists. Your primary job function is to provide technical support via phone/email/chat within our Application Support Group. The Software Application Specialist diagnoses, troubleshoots, repairs and debugs software. Documents and escalates issues, as necessary.

 

What you will be doing:

  • Confers with customers via phone, email, or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions within our Application Support Group. 
  • Respond to customer calls in a professional manner, providing appropriate solutions and advice.
  • Interact with customers in performing complex testing, support and troubleshooting technical functions remotely.
  • Ensuring Service Quality levels are maintained and adhered to.
  • Ensuring all issues are handled in a timely manner.
  • Reviewing outstanding issues, ensuring customers and management are kept informed of progress.
  • Attending relevant Epicor product training courses, in-line with Application Specialists role.

 

What you will likely bring:

  • 2+ years applicable experience and demonstrated success/knowledge.
  • Industry knowledge/experience.
  • Desired bachelor’s degree in engineering, Computer Science, or related (or equivalent experience).
  • Ability to effectively communicate both verbally and in writing.
  • Demonstrate strong customer service skills, detail-oriented initiative-taker with a positive attitude.
  • Strong problem solving and technical troubleshooting skills.
  • Ability to take inquiries from customers via multiple channels in a fast-paced call center environment.
  • Spanish speaking will be valued.
  • Networking, Cloud, SAAS and Retail skills helpful. 

 

What could set you apart:

  • Knowledge of Microsoft SQL, ERP applications or analytical tools.
  • Knowledge of financial, manufacturing, retail, or distribution business processes.
  • Database administration, installation, and configuration experience.
  • Ability to work all available shifts including nights, weekends, and holidays.

The Global Support Team 

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

About Epicor 

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business. 

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future. 

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Equal Opportunities and Accommodations Statement 

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. 

We are an equal-opportunity employer. 

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