Support Analyst - - 20266

General information

Office (s)

Richmond Hill, ON

Date Published

Monday, May 9, 2022

Country

Canada

Job ID

20266

Function

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 Support Analyst investigate, troubleshoots, resolve cases. Documents and escalates issues as necessary.

What You’ll Do:

• Investigate application support cases received from BisTrack customers. To fully document and understand the issue being reported, and gather the necessary information to either resolve or escalate

• Carry out root cause analysis of errors occurring in our customers’ business environments

• Liaise between support, development, and quality assurance teams as part of the larger customer support effort

• Understand our customers’ business process flow and explain how that relates to their use of the BisTrack application

• Manage and follow up on assigned support cases and to create a remarkable experience for our customers

• Clearly and professionally communicate (by phone and email) case updates to customers in a timely manner

• Travel to customer sites as required (Canada/US) and be able to participate in Epicor’s US-based user conferences

What You Need to Succeed:

• Experience and working knowledge of inventory management, purchasing management, and the fundamentals of finance and accounting (including AP & AR)

• Presentation skills and a demonstrated ability to train others

• Ability to find and fix incorrect costs and product quantities

• Ability to investigate and find inventory discrepancies

• Analytical and troubleshooting skills

• Excellent communication skills – English verbal and written

• Post-secondary education in a related discipline or equivalent experience

Additional Skills That Could Set You Apart:

• Experience in an ERP software support environment with high call volumes and large numbers of clients and users

• Experience with Microsoft SQL

• Business experience (processes and problems) in a retail environment

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.”

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