General information

Office (s)
Atlanta, GA
Date Published
Tuesday, August 9, 2022
United States
Job ID
Global Support

Description & Requirements

About Us:
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:
The Application Support Associate provides post implementation application support to customers by guiding callers through problem resolution, managing open tickets, and escalating when appropriate. The Technical Application Associate actively listens to and enables end users with solutions to common problems. In addition, this position is responsible for call documentation and escalation as necessary.

What You’ll Do:
Addressing and documenting customer questions, problems, and errors. These are communicated via the customer by calls, emails, or they can enter a ticket thru our web-based customer portal. 
Reviewing and troubleshooting automated alerts received from the various customer servers.  The fix may involve configuration changes on the server, communicating operator error with the customer, or assessing potential software design flaws or bugs with development.  
Be responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment. 
Work closely with other current personnel to continue our high level of customer satisfaction. 
Develop a strong functional knowledge of our applications and gain detailed understanding of the inner workings of the WMS application through training, testing, and working with other support staff and software developers.
Undertake occasional travel to customer sites for the implementation of a new system.

What You Need to Succeed:
Have extensive hands-on Systems Administration experience, exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail with a strong drive for success. 
Additional Skills That Could Set You Apart:
Experience with web applications
Experience with SQL
Experience in a software support environment

Why You Should Click Apply:
With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.

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