General information

Office (s)
Bangalore, IND
Date Published
Wednesday, March 20, 2024
Country
India
Job ID
23770
Function
Global Support
Recruiter
V, Vidya Vardhni

Description & Requirements

Role Summary/Purpose: 

The Technical Application Specialist diagnoses, troubleshoots, and documents core software and data issues. This role also creates customer-facing knowledge documentation. You will be part of a group of specialists that provide support coverage primarily during US business hours. This role is a hybrid position and requires you to be at the office at least 3 times a week.


What you’ll do: 

• Direct interaction with customers, assisting with the support and troubleshooting of e-commerce websites. 

• Communicate with customers via phone, email, or case. 

• Document calls with screenshots and detailed notes of what happened while on the call. 

• Diagnose technical and/or software configuration issues. 

• Troubleshoot and test solutions. Fully documents and escalates if necessary. 

• 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. 

• Creates customer-facing and internal knowledge documents.


What you’ll need to succeed: 

• Bachelor’s degree (or equivalent experience) 

• Knowledge of MS-SQL, HTML Language, CSS, SQL Server Management Studio. 

• Ability to create and run SQL queries. 

• Basic understanding of the APIs 

• Microsoft Products, Microsoft administration, Microsoft IIS and SQL Server, including database maintenance. 

• We will highly value additional technical knowledge of network environments and/or multiple operating systems 

• Understanding and adhering to escalation paths so that issues are resolved in conjunction with outlined SLAs. 

• Ability to effectively communicate both verbally and in writing. 

• Strong problem-solving and troubleshooting skills. 

• Experience in a support environment. 

• 2+ years of applicable experience and demonstrated success/knowledge. 

• Any B.E. degree or a Masters / Bachelors in CS if non-engineering 


Good to have skills: 

• ERP application knowledge 

• MS- IIS 

• JavaScript 

• Basic understanding of Database Backup/Restore 

• FTP, SMTP 

• Understanding on DTS


We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us. 


Shift Timings: 5:30pm - 2:30am IST

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. 

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