General information

Office (s)
Monterrey, MEX
Date Published
Thursday, February 15, 2024
Country
Mexico
Job ID
23595
Function
Global Support
Recruiter
IbarraBustillos, Jose Antonio

Description & Requirements

The Job:

Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:

What you will be doing:

  • Professionally handle client calls, offering effective solutions and advice.
  • Engage with clients to perform remote testing, support, and troubleshoot technical issues.
  • Maintain and adhere to high Service Quality levels.
  • Ensure timely resolution of all issues and keep clients informed of progress.
  • Participate in relevant Epicor product training courses aligned with our certification scheme.

 

What you will likely bring:

  • Proficiency in English (both written and spoken).
  • Technical experience or ability to demonstrate technical aptitude.
  • Credit Card hardware and processing experience preferred.
  • Distribution knowledge a plus
  • Third party integration experience a plus.
  • Detail oriented.
  • Independent learner - Desire to dig in and learn in addition to provided training and support.

 

Qualifications:

  • Analytical & Troubleshooting Skills: Proficient at examining information, asking relevant questions, and delving into details.
  • Troubleshooting Goal: Capable of defining problems, generating solutions, evaluating alternatives, and implementing chosen solutions.
  • Calm Customer Interaction: Maintains composure when dealing with customers.
  • Dual Manager Collaboration: Works with both a local manager and a US-based manager, ensuring effective coordination.
  • Global Collaboration: Collaborates seamlessly with teams in Monterrey, India, and the US.

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. 

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