General information

Office (s)
Philadelphia, PA
Date Published
Tuesday, February 6, 2024
United States
Job ID
Global Support
Bun, Mouyheang

Description & Requirements

Software Application Specialist | Prophet21

The Software Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems. Documents and escalates issues as necessary.


What you will be doing:

  • Confers with customers via phone, email, or chat via Bomgar to diagnose and troubleshoot their issues, repair and test solutions. As well as fully document and escalate the case if necessary.
  • Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
  • Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing product knowledge.
  • Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
  • Responsible for monitoring and responding to open tickets submitted through ServiceNow.
  • Ensure the performance of the applications, scripts, by support team.
  • Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension, and integration of products. Addresses concerns brought up by other departments.
  • Assists in mentoring other team members.
  • Contributes and uses department's knowledge base articles and FAQ's.


What you will likely bring:

  • 3+ years applicable experience and demonstrated success/knowledge. 
  • Industry knowledge/experience.
  • Possess excellent written and verbal communication skills for documentation and customer support duties and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competence.
  • Knowledge of application fundamentals and business processes.
  • Experience in a support environment with high ticket volume preferred.
  • Possess an ability to troubleshoot and resolve application issues.
  • Naturally curious and creative individual with a strong ability to research and a drive to obtain solutions to problems. 

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.