General information

Office (s)
Bangalore, IND
Date Published
Friday, August 19, 2022
Country
India
Job ID
21423
Function
Global Support

Description & Requirements

About us: 

Epicor is a global leader delivering innovative, award-winning software solutions to the Manufacturing, Distribution, Retail, and Service industries. With more than 40 years of experience and customers in over 150 countries, Epicor placed firmly as ‘Visionary’ by Gartner in the magic quadrant. Epicor promotes growth on every level: for our customers by providing flexible, industry-specific business solutions, and for our team members by empowering them to apply their individual expertise to shape our company's visionary software. We offer an open and supportive environment where you can be yourself and develop your career in a creative and dynamic setting where new opportunities are as accessible to you as your leadership team is.

Role Summary/Purpose: 

As a Technical Application Specialist, you will be responsible for EDI consulting services with Epicor customers for multiple electronic commerce initiatives and associated applications. Consulting services are provided to customers via telephone and through Epicor’s web-based support application as well as onsite. You will be based in our recently opened India Technology Center. This is a unique opportunity for you to take part in Epicor’s next success story from the very beginning as we are building up our new tech campus in Bangalore. In this position you will gain a deep understanding of both the product you support and the train on the technologies used to bring our software applications to life.

You will have ideally: 

• Setup communications for EDI transmissions, including but not limited to AS2, FTP, and VAN setups. 
• Mapping documents into various formats including XML, flat file layouts, and CSV formats. 
• Responsible for solutioning 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. 
• Skillfully implement multiple assigned client groups from inception through go-live production and provide continuous technical support. 
• Provide on-going training, technical and customer service support 
• Act as liaison between end user and appropriate internal sources 
• Provide feedback to our product team to continuously evolve our product suite.

What you need to succeed: 

• Ability to implement solutions and drive change 
• You are service obsessed with a proven track record of managing priorities in a complex support environment 
• A self-starter mentality with a collaborative, team-player work ethic 
• You are analytical with an ability to absorb new technologies and features and think outside of the box 
• English proficiency, both oral and written 
• Willingness to work in the night shift

Additional skills that could set you apart: 

• Bachelor’s degree preferred – Business, Technical, MIS or IS 
• Knowledge in e-commerce 
• Prior experience in technical customer support 
• Must have excellent problem solving and technical skills and be able to simultaneously research and resolve multiple technical issues 
• Provide consulting services to customers on processes and procedures for Electronic Commerce within the customer’s Epicor system 
• Ability to work under pressure and remain decisive

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. 

Location: Bangalore 

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

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