General information

Office (s)
Bensalem, PA
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:

Assist the Product Marketing Managers with managing the lifecycle of various Automotive related products. This involves participation in development of new products, improving current product efficiencies, project management and product strategy.  


What You’ll Do:

  • Confers with customers via phone, email, or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
  • 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.
  • Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
  • Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
  • Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension, and integration of products.
  • Addresses concerns brought up by other departments such as customer experience or sales
  • Assists in mentoring other team members.
  • Contributes and uses department's knowledge base articles and FAQ's.


What You Need to Succeed:

  • Ability to effectively communicate both verbally and in writing
  • Customer experience skills
  • Knowledge of specific system application fundamentals and business processes
  • Strong problem solving and troubleshooting skills
  • Experience in a support environment with high call volumes desired
  • SaaS or e-Commerce experience
  • 3+ years applicable experience and demonstrated success/knowledge
  • Industry knowledge/experience
  • Strong technical experience in a Microsoft Windows Environment
  • Experience with Prophet21 Enterprise software a plus
  • Experience with MS SQL server or Transact-SQL a plus

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