General information

Office (s)
Vernon, BC
Date Published
Monday, May 9, 2022
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 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.”