Epicor

The Job:

This is an opportunity for a dynamic individual who can demonstrate the aptitude to learn as well as build on existing skills. You will be a self-starter who possesses strong problem solving, analytical and communications skills, who can be a team player and enjoys working as part of a growing global team as well as being able to work independently.
 
 The Technical Application Specialist actively listens to and enables customers with solutions to common technical problems, documents and escalates as necessary.

What you will be doing:

•  Confer with customers via phone and our ticketing system to diagnose technical problems. Troubleshoot and test solutions to resolve raised issues.
• Respond to client calls in a professional manner, providing solutions 
   and advice where appropriate.
• Ensuring Service Quality levels are maintained
• Ensuring all issues are handled in a timely manner adhering to SLT's
• Reviewing outstanding issues, ensuring clients are kept informed of 
   progress within tickets.
• Create and update both internal and external processes and 
   documentation ensuring that knowledge base articles and FAQ's are kept 
   up to date
• Communicate effectively within your team and collaborate with other 
   departments as required.
• Ability to document and escalate an issue within a timely manner should it 
   be required
   
   

What you will likely bring:

• Ability to effectively communicate in English both verbally and in writing
• Customer service experience
• Basic problem-solving skills and business processes
• Experience in a support environment with high call volumes desired
• Ability to work independently and alongside other team members
   
   

Qualifications:

• 2+ years of applicable experience and demonstrated success/knowledge
• Industry knowledge/experience – Desirable
• Knowledge of Microsoft SQL, ERP applications
• Initial training may involve slightly different hours to support onboarding and 
   training but this is a minor change in hours