General information

Office (s)
Kuala Lumpur, MYS
Date Published
Thursday, June 8, 2023
Job ID
Global Support

Description & Requirements

The Job:
A Technical Application Specialist at Epicor enjoys analyzing customer issues, both big and small. You’ll rapidly assess, diagnose, and troubleshoot application inquiries to solve customer challenges. As a member of our global support team, you will aim for excellence and efficient resolutions.

Your days will be filled with helping our customers identify and troubleshoot application support incidents via service ticket or e-mail. You’ll also design plans to help avoid problems in the first place. You’ll work to identify patterns in application issues and figure out ways to stop them in their tracks.

What you will be doing:
  • Your primary job function is to provide application support via case tracking system, phone & email to customers of our award-winning ERP solutions.
  • Serves as the first point of contact for our customers in managing all issues
  • Troubleshooting, diagnosing, and resolving customers’ issues.
  • Respond to client calls in a professional manner, providing solutions and advice where appropriate.
  • Reviewing outstanding issues, ensuring clients are kept informed of progress.
  • Provide service deliverables according to SLA/SLT
  • Provide user training as and when required
  • Handle minor customization e.g. creating a new report or modifying an existing report
  • Willing to work on public holidays on rotational basis

You Bring Most Of This: 
  • Minimum 3 years working experience in technical support/application support on ERP solutions.
  • Knowledge in SQL Scripting is mandatory.
  • Able to multitask and work under pressure
  • Proactive with good analytical and problem-solving skills
  • Fluent in English (spoken and written)
  • Excellent interpersonal and communication skills
  • Must be service and customer orientated
  • Team player
  • Able to work with minimum supervision
  • Previous Consulting or Support experience will be helpful
  • Knowledge and experience in Crystal Report, VB/VB.Net will be an added advantage.

The Global Support Team 

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

About Epicor 

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business. 

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future. 

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Equal Opportunities and Accommodations Statement 

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. 

We are an equal-opportunity employer.