General information

Office (s)
Austin IDC, TX, Bensalem, PA, Minneapolis, MN
Date Published
Friday, May 13, 2022
Country
United States
Job ID
20793
Function
Global Support

Description & Requirements

About Us:
We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customers’ ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

About the Role:
Responsible for answering incoming technical support requests via phone, chat and email in a timely and efficient manner. Documenting each event into our customer relationship management software; seeking guidance from the Technical Support Specialist II, III or the Customer Service Manager when applicable.  Also responsible for replicating customer issues and documenting the steps for replication for escalation to the development team.  Responsible for producing technical documentation such has “How To” guides, “FAQs” or Service Bulletins.

What You’ll Do:
Accurately record all technical support requests from customers in Salesforce; provide the caller with accurate information that will resolve the problem; and close the case in Salesforce.
Request assistance from a Technical Support Specialist II for problems that cannot be resolved quickly.
Follow up on open cases, bug tickets and record all call completion information received from the Customer Service Manager or Technical Support Specialist II.
Maintain a thorough working knowledge of DocSTAR products, SOP’s, service issues, bulletins, and other documentation or information which will assist in the resolution of customer problems.
Communicate all unusual situations regarding technical and/or dealer related problems, to the Customer Service Manager.
Assist on special projects as assigned.
Maintain all company issued property and publications in good condition.
Conduct oneself at all times in a manner beneficial to the company and its reputation, mindful that end user satisfaction with DocSTAR equipment and personnel is vital to our success.
All other tasks as assigned by the manager.
This list of principal responsibilities is a working document and as such may not be complete.  The list will be supplemented as necessary.

What You Need to Succeed:
High School Diploma or equivalent. 2-year college degree preferred
Minimum of one-year technical support experience in a help desk environment. 
Minimum one-year experience with Windows and/or Server 2008 or higher. Knowledge of IIS, databases, and intermediate networking skills. 

Additional Skills That Could Set You Apart:
SQL server knowledge a plus. A+, MCP or CDIA certifications a plus but not required
Technical Aptitude
Experience with Windows OS (
Excellent customer service and communication skills.

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.”
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