General information

Office (s)
Manchester, UK
Date Published
Tuesday, June 21, 2022
Country
United Kingdom
Job ID
21099
Function
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.

Job Summary

The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues, as necessary.

Roles Responsibilities:

• 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 

Knowledge, Skills & Abilities:

• Ability to effectively communicate both verbally and in writing

• Customer experience skills

• Knowledge of specific system application fundamentals and business processes

• Strong problem solving and troubleshooting skills

• Experience in a support environment with high call volumes desired

• SaaS or e-Commerce experience

Qualification:

• 3+ years applicable experience and demonstrated success/knowledge.

• Industry knowledge/experience.

Extras:

• 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 all available shifts including nights, weekends, and  holidays

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