General information

Office (s)
Monterrey, MEX
Date Published
Friday, January 26, 2024
Country
Mexico
Job ID
21668
Function
Global Support
Recruiter
Ibarra Bustillos, Jose A.

Description & Requirements

The Job:

Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:

What you will be doing:

  • Respond to client calls in a professional manner, providing appropriate solutions and advice
  • Interact with clients 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 clients are kept informed of progress
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme

 

What you will likely bring:

  • Excellent verbal communication skills
  • Service-oriented with ability to prioritize tasks in a stressful environment
  • Strong skills for analysis, troubleshooting and problem-solving.
  • Ability to work independently with minimal supervision
  • Willingness to learn and explore new technologies

 

Qualifications:

  • Fluent (written and spoken)in English.
  • Degree in Finance/Accounting, IT/Systems, Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering)
  • Demonstrated expertise in meeting business needs with technology solutions.
  • ERP knowledge highly advantageous.
  • Minimum of three years related experience (preferred but not essential).
  • Customer service experience will be valued.

 

Manufacturing/Supply Chain:

  • Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
  • Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.
  • Customer service experience will be valued.

 

Accounting/Finance:

  • AR, AP and General Ledger
  • Inventory/Work In Process
  • Financial Reporting/Statements
  • General Ledger account reconciliation
  • Job Costing, fix Assets and multi-company consolidations

 

Technical:  

  • IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment)
  • Management Microsoft operating systems
  • IT Knowledge
  • Database administration
  • Knowledge of Programming in SQL
  • Basic Knowledge in networking and telecom
  • Knowledge of database coding process

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. 

#LI-JI1 #LI