General information

Office (s)
Budapest, HUN
Date Published
Thursday, May 5, 2022
Job ID
Global Support

Description & Requirements

About The Role:
A new opportunity has arisen to join our existing EMEA technical support team in Budapest. 
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
-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. 
-Ensure service level targets are maintained and adhered to 
-Attend relevant Epicor product training courses, in-line with our internal certification scheme 
-Create and update knowledge articles and videos to empower our customers to self-help 
-Manage support servers and databases. 

Essential Experience:
Windows Server and Microsoft technologies knowledge 
General Networking and security knowledge 
Database admin knowledge of MS SQL 
Skills That Will Set You Apart: 
Previous experience in a technical support role 
2+ years of troubleshooting software and/or server issues 
Familiarity with Cloud Computing (Azure) 
SQL Scripting knowledge 
SSRS administration experience 
IIS administration experience 
MS Active Directory expertise 
Programming skill (C# preferred) 
ERP, Manufacturing or Accounting software experience 
Experience in video editing/creation 

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 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. 
Attend training sessions and webinars for new product features and product offerings. 
Use Epicor’s CRM system to track and resolve issues 
Expand existing knowledge of Windows and multiple mobile platforms 
Complete internal product installations and database loads. 
Create knowledge videos. 

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. Two days per week can be done from home after the training period.