General information

Office (s)
Atlanta, GA, Austin, TX, Minneapolis, MN
Date Published
Friday, June 24, 2022
United States
Job ID
Global Support

Description & Requirements

About Us:

We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customers’ ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses.

About the Role:

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

What You’ll Do:

·         Investigate application support cases received from BisTrack customers.  To fully document and understand the issue being reported, and gather the necessary information to either resolve or escalate

·         To troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Andoid/IOS devices

·         Liaise between support, development and quality assurance teams as part of the larger customer support effort

·         Understand our customers’ business process flow and explain how that relates to their use of the BisTrack application

·         Manage and follow up on assigned support cases and to create a remarkable experience for our customers

·         Clearly and professionally communicate (by phone and email) case updates to customers in a timely manner

·         Travel to customer sites as required (Canada/US) and be able to participate in Epicor’s US-based user conferences

What You Need to Succeed:

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

·          Post-secondary education in a related discipline and/or industry knowledge/experience desirable

·         Experience in a software support environment with high call volumes and large numbers of clients and users

·         Be comfortable in Microsoft Windows environments and have experience with Microsoft Office products

·         Experience with a wide variety of technologies including EDI, payment terminals, web application support, Microsoft SQL and modern server infrastructure

·         Demonstrated capacity to thrive in a fast-paced, high-demand environment, often working under challenging deadlines, while providing first-rate customer service

·         Presentation skills and a demonstrated ability to train others

·         Analytical and troubleshooting skills

·         Excellent communication skills – English verbal and written

Additional Skills That Could Set You Apart:

·         Knowledge of financial, manufacturing, retail or distribution business processes

·         Database administration, installation and configuration experience

·         Knowledge of TCP/IP networks

·         Business travel may be required

Why You Should Click Apply:

With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.

Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.