General information

Office (s)
Remote, Canada
Date Published
Tuesday, May 17, 2022
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 diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary. Assist customers with the operation of a specialized retail accounting software application in a small call center environment.  

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:
Very good communication and problem-solving skills.
Strong understanding and/or experience with computerized accounting systems.
Proficiency with Microsoft Excel and Word.
Good technical knowledge of Microsoft Windows, computers, and general networking.
Customer experience skills
3+ years applicable experience and demonstrated success/knowledge.

Additional Skills That Could Set You Apart: 
Knowledge of Microsoft SQL, ERP applications or analytical tools.
Knowledge of financial, manufacturing, retail, or distribution business processes
Database administration, installation, and configuration experience
Business travel may be required
Ability to work during regular business hours from 8:30AM - 5:00 PM Eastern Time and for on call coverage early mornings, evenings, and weekends.
Bilingual, English, and French are a plus 

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.”