General information

Office (s)
Austin, TX, Dublin, CA, Minneapolis, MN
Date Published
Monday, May 9, 2022
United States
Job ID
Global Support

Description & Requirements

About Us: 

We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customer’s ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

About the Role: 

The Support Analyst, Sr is responsible for troubleshooting, diagnosing, and resolving diverse issues combining strong technical, communication skills and advanced business knowledge. Proactively recommends process improvements.

What You’ll Do: 

Responsible for addressing escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge.

Follows procedures to troubleshoot client-server software application issues.

Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

Resolves customer concerns raised during installation, operation, maintenance, or compatibility matters.

Proactively recommends process and strategy improvements and works with other team members to obtain solutions.

Coaches and mentors other team members ensuring consistency and high standards for customer service.

What You Need to Succeed: 

Ability to learn new technologies and industries quickly

Strong knowledge of ERP applications or analytical tools.

Ability to effectively communicate both verbally and in writing.

Knowledge of general business processes. 

Experience in customer support.

Additional Skills That Could Set You Apart:

Experience in automotive industry or automotive enthusiast. 

SaaS or e-Commerce experience.

ERP experience.

Accounting background and 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.”