General information

Office (s)
Bensalem, PA
Date Published
Monday, May 9, 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 Sr Manager, Customer Support develops operational customer support objectives and oversees a multi product or multi national team. Selects processes and effectiveness measurements to improve overall customer satisfaction. Proactively recommends strategy improvements to executive management.

What You’ll Do:
Plans and directs work of a multi product/national support team to provide appropriate and timely solutions to customers.
Develops strategies for diagnosing issues, better identify root cause and implement solutions.
Collaborates with other managers to resolve complex issues.
Recommends and develops company policies and best practices to ensure an effective customer support.
Establishes key metrics to measure an effective customer support.
Responsible for updating and maintaining the department's knowledge base articles and FAQs.
Optimizes the knowledge base articles and data input to monitor customer support and facilitate decision making.
Uses knowledge for industry trends and common customer issues to provide innovative solutions to customers.
Builds relationships with key customers to provide better solutions and improve customer satisfaction.

What You Need to Succeed:
Coaching and mentoring skills to lead a multi product/national team
Ability to consult, lead and deliver complex operational projects involving multiple stakeholders 
Strong knowledge of testing processes and methodologies; strong technical skills
Experience working with CRMs and/or issue management tool
SaaS or e-Commerce experience
10+ years progressive experience and demonstrated success/knowledge
5+ years managing and developing employees
4+ years of specialized/industry experience
Bachelor’s degree (or equivalent experience)

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.”