Epicor

The Job:

The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary with the needed urgency based on issue impact.

What you will be doing:

• 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 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 FAQ's
   
   

What you will likely bring:

• Advanced English skills: Ability to effectively communicate both verbally and in writing
• Customer experience skills (Ability to stay calm with customers)
• Knowledge of specific system application fundamentals and business processes in the Accounting area (Accounts Receivable, Accounts Payable, General Ledger, Out of Balance Reconciliation, etc.) 

AND/OR

Inventory/Distribution experience; Buying, selling, storing, transferring Inventory.  Cycle Counts, Physical Inventory.

• Detail oriented.
• Analytical & Troubleshooting Skills (knows how to examine the information, ask questions based upon the information & their knowledge, and likes to dig into the detail), previous application support experience is a big plus.
• Independent learner - Desire to dig in and learn in addition to provided training and support
• Can collaborate with teams in Monterrey, India & the US
• Experience in a support environment with high call volumes desired
   
   

Qualifications:

• 3+ years applicable experience and demonstrated success/knowledge.
• Industry knowledge/experience
• Knowledge of Microsoft SQL, ERP applications or analytical tools.
• Knowledge of financial, manufacturing, retail or distribution business processes
• Database administration, installation and configuration experience