General information

Office (s)
Bracknell, UK
Date Published
Friday, January 21, 2022
United Kingdom
Job ID
Global Support

Description & Requirements

Technical Support Analyst – ERP Software

Location: Bracknell, Berkshire

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.

The Role:

A new opportunity has arisen to join our existing EMEA support team in Bracknell.

The successful person will demonstrate an aptitude to learn/build on existing skills. You will be a self starter who possesses strong problem solving, analytical and communications skills, who must be a team player and work closely within a small team. Appropriate training will be provided where necessary.

What You'll Do:

A willingness to learn our flagship Kinetic solution from a technical/tools perspective

Respond to customer calls in a professional manner, providing appropriate solutions and advice

Interact with customers in performing complex testing, support and troubleshooting technical functions remotely.

Ensuring Service Level Target 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

Create and update knowledge articles to empower our customers to self-help

Supporting our customers both internally and externally

What You Will Need To Succeed:

·         Complete an introductory training program to learn the ERP platform: Shadow peers, get familiar with job-specific terminology and ask questions.

·         Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management

·         Receive incoming customer calls and get assigned CRM cases expecting to take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established Service Level Targets.

·         Plan and prioritise day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.

·         Stay current with Epicor’s innovation and application enhancements.

·         Attend training sessions and webinars for new product features and product offerings.

·         Use Epicor’s CRM system to track and resolve issues

·         Receive customer inquiries via access channels such as the web portal and phone.

·         Expand existing knowledge of Windows and multiple mobile platforms

·         Complete internal product installations, database loads.

·         Maintain accurate, high-quality documentation

Essential Experience

·         Advanced Windows knowledge and Microsoft technologies

·         General Networking and security knowledge

·         Database admin knowledge of at least one of the major database platforms (e.g. MS SQL, MySQL, Oracle)

Skills That Will Set You Apart:

·         A background or previous experience in a technical support role at a large or enterprise-level software vendor

·        2+ years of troubleshooting software and/or server issues

·         2+ years working directly with customers

·         Familiarity with Cloud Computing (e.g. Azure)

·         SQL Server

·         SQL Scripting

·         SSRS

·         IIS

  • Active Directory
  • Group Policy
  • Some programming skills

·         SSL,

·         Any ERP, Manufacturing or Accounting software

·         ITIL

The Person

·         Excellent communication/interpersonal skills
Proven ability to work on own initiative, manage workloads/priorities
Must be a self starter who can work independently as well as in a team

·         Must have the ability to multi-task

·         Takes pride in work. Can demonstrate a commitment to Epicor’s business objectives and its customers by owning decisions and driving results 

·         Responds to feedback and new information with an open mind. Accepts change by taking action and learning new things

·         Positively engages with both internal and external customers, elevates the experience, and executes on commitments

·         Possesses functional and technical capabilities to achieve high-level job requirements

·         Proactively leads when needed, regardless of their role

·         Identifies problems, develops and evaluates options, and implements practical solutions

Please note that this is an office bound role, where you will be expected to work on site between the hours of 9am and 5.30pm.