Application Support Analyst
About us: Epicor® takes pride in nearly 40 years of delivering innovative business solutions to manufacturing, distribution, retail, hospitality, and service industries around the world that provide the scalability and flexibility businesses need to succeed in today’s highly competitive global economy. With 20,000 customers in over 150 countries, we’ve leveraged the local expertise of our European, Latin American, and Asian development teams, as well as our international partners, to incorporate advanced international functionality into our leading applications for a rapid return on investment and low total cost of ownership. We've also made them Euro-compliant, so we can help you expand your global presence. The Company's corporate office is located in Austin, Texas, with offices and affiliates around the world.
This position will be based in our India Technology Center, located in Bangalore, India. Our support organization is focused on customer satisfaction and comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high volume support center with expectations around excellence and efficient resolution for application support incidents. This position will be focused on incident management and resolution for distribution industry businesses located primarily in the Americas, but expanding globally.
§ Business College degree
§ Manufacturing and/or distribution business process flow knowledge and experience
§ Order Management
§ Job Management
§ Inventory Management
§ Customer Management
- Knowledge on SQL would be an added advantage
- Excellent English verbal and written skills
§ Proven ability to troubleshoot manufacturing/distribution concepts in a software package.
§ Responsible for documenting the replication path of software issues and using knowledge base systems.
§ Experience troubleshooting software issues via telephone and use of remote support access to provide a resolution to the end user.
- Proficiency with PC software applications, e-mail and job-associated applications/systems to expediently process tasks
§ Self-starter abilities are essential and the aptitude to work independently and in a team environment.
§ Acts as a liaison between end user and appropriate internal resources.
§ Attends on-going training sessions to ensure a higher level of technical and application knowledge.
§ Performs other related work as assigned.
§ Excellent interpersonal skills
§ Fluent English, both oral and written.
§ Willingness to work US shift hours.
Primary job function is to provide application support via phone/email/Web:
- Respond immediately to client calls in a professional manner, providing appropriate solutions
- Ensuring Service Quality levels are maintained and adhered to
- Ensuring all issues are handled in a timely manner
- Reviewing outstanding issues, complete appropriate hand-off in conjunction with OLA/SLAs
- Meeting results every quarter
Primary location: Bangalore Karnataka India
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