General information

Office (s)
Dublin, CA
Date Published
Tuesday, November 16, 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. Previous 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.
  • Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
  • Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
  • Resolves customer concerns raised during installation, operation, maintenance, or compatibility matters.
  • Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
  • 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.
  • Coaches and mentors other team members ensuring consistency and high standards for customer service.
  • Specializes in key areas of the software including specific third-party software packages.


What You Need to Succeed:

  • Strong technical knowledge and detailed troubleshooting skills.
  • 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.
  • Ability to learn new concepts quickly and take the initiative to seek out training on new products as needed.
  • Networking, Cloud, SAAS and Retail skills helpful.
  • Epicor Eagle applications knowledge is preferred, and a call center background is required.
  • Demonstrate strong customer service skills, detail-oriented self-starter with a positive attitude.
  • Ability to work independently and in a team environment where coaching and mentoring is involved.
  • 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.”