General information

Office (s)
Monterrey, NL
Date Published
Tuesday, November 16, 2021
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 Technical Application Specialist is responsible for troubleshooting, diagnosing and repairing diverse issues, combining strong technical and communication skills and advanced business knowledge. Proactively recommends process improvements. Eagle applications knowledge is required.

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 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
  • Conducts specific performance or functional tests associated with resolving issues.
  • 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.
  • Contributes and uses department's knowledge base articles and FAQ's.
  • 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.
  • Networking, Cloud, SAAS and Retail skills helpful.
  • Fluent in Windows as well as Outlook Email and Excel.
  • 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.
  • Demonstrated troubleshooting and analytical ability, strong decision-making skills and willingness to support changing department initiatives.
  • Must be able to work independently and in a team environment.
  • Previous experience in an ACD environment preferred.
  • Bi-lingual in Spanish preferred but not required.

Additional Skills That Could Set You Apart:

  • This position will have varying 8-hour shifts that cover 4am - 6pm M-F PST and rotating weekends from 5 am – 5pm PST.  
  • 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. 
About Us:

Epicor Software drives business growth.

We provide flexible, industry‐specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 40 years of experience with our customers’ unique operational requirements are built into every solution―in the cloud, hosted, or on premises. With this deep understanding of our customers industries, Epicor solutions manage complexity, increase efficiency, and free up resources to enable our customers to focus on growth.
Role Summary/Purpose:

Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:

  • Respond to client calls in a professional manner, providing appropriate solutions and advice
  • Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
  • Ensuring Service Quality levels are maintained and adhered to
  • Ensuring all issues are handled in a timely manner
  • Reviewing outstanding issues, ensuring clients are kept informed of progress
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme
Essential Responsibilities: 

  • Fluent (written and spoken)in English.
  • Degree in Manufacturing-related fields (Industrial Engineering, Mechanical Engineering)
  • Demonstrated expertise in meeting business needs with technology solutions.
  • ERP knowledge highly advantageous.
  • Minimum of three years related experience (preferred but not essential).
  • Customer service experience will be valued.
  • Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
  • Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.
  • Personal skills
  • Excellent verbal communication skills
  • Service-oriented with ability to prioritize tasks in a stressful environment
  • Strong skills for analysis, troubleshooting and problem-solving.
  • Ability to work independently with minimal supervision
  • Willingness to learn and explore new technologies