General information

Office (s)
Dublin, CA
Date Published
Thursday, October 21, 2021
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 Technical Application Specialist, Senior is responsible for troubleshooting, diagnosing and repairing diverse issues, combining strong technical and communication skills and advanced business knowledge. Proactively recommends process improvements. Will be responsible for the support of our Retail Eagle and Propello customers. Possessing Eagle applications knowledge is preferred.


What You’ll Do:

  • 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 in a fast-paced call center environment.
  • Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
  • Resolves customer concerns raised during installation, operation, maintenance, or compatibility matters
  • Conducts specific performance or functional tests associated with resolving issues.
  • Develops processes and techniques to gather, track and triage issues
  • Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
  • Proactively recommends process and strategy improvements and works with other team members to obtain solutions.
  • Specializes in key areas of the software including specific third-party software packages.


What You Need to Succeed:

  • Must possess strong technical and detailed troubleshooting skills and display a positive attitude in a team environment.
  • Ability to take inquiries from customers via multiple channels in a fast-paced call center environment.
  • Ability to multi-task call responsibilities with chat and/or email support and projects as assigned.
  • Must be able to learn new concepts quickly and take the initiative to seek out training on new products as needed.
  • Demonstrate strong customer service skills, detail-oriented self-starter with a positive attitude.


Additional Skills That Could Set You Apart:

  • Varying 8-hour shifts that cover 4am-6pm M-F and rotating weekends from 5am–5pm.  
  • This will also include shifts during many holidays and the ability to be on call as needed.
  • Shifts will be set based upon customer needs. 
  • Bi-lingual in Spanish preferred but not required.

Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”