General information

Office (s)
Kuala Lumpur, MY
Date Published
Thursday, January 13, 2022
Job ID
Global Support

Description & Requirements

About Us:

Epicor Software Corporation is a global leader delivering inspired business software solutions to the manufacturing, distribution, retail, and services industries. With over 40 years of experience serving small, midmarket, and large enterprises, Epicor has more than 20,000 customers in over 150 countries. Epicor enterprise resource planning (ERP), retail management software, supply chain management (SCM), and human capital management (HCM) enable companies to drive increased efficiency and improve profitability.

About The Role:

An exciting opportunity for a Support Analyst has arisen to join a highly skilled team that is providing support for our global strategic e-commerce solution.

This is an opportunity for a dynamic individual who can demonstrate the aptitude to learn/build on existing skills. You will be a self-starter who possesses strong problem solving, analytical and communications skills, who can be a team player and work as part of a growing global team.

What You’ll Do:

  • Respond to client calls in a professional manner, providing solutions and advice where appropriate
  • Ensuring Service Quality levels are maintained
  • Ensuring all issues are handled in a timely manner
  • Reviewing outstanding issues, ensuring clients are kept informed of progress

What You’ll Need to Succeed:

  • A background or previous experience in customer support environment
  • Experience in supporting enterprise or other business applications
  • Problem solving working in on a multi layered technology stack
  • Excellent communication/interpersonal skills with strong customer facing skills
  • Ability to effectively communicate technical details to all audiences
  • Collaborate across teams to identify root cause for technical issues and drive technical issues through to resolution
  • Must be a self-starter who can work independently as well as in a team
  • To be part of the on-call rotation team and work off hours as required
  • Must have a firm grasp of English – verbal and written

 Additional Skills That Could Set You Apart:

  • Previous experience of supporting Magento eCommerce or any out of the box e-commerce solution
  • Understanding of web technologies; NGINX
  • Knowledge/experience of HTML or CSS
  • Understanding of SSL certificates and encryption fundamentals
  • Familiarity with Unix/Linux fundamentals