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Application Support Team Lead at Epicor | Software Careers


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Apply now Job ID 18002301 Date posted Nov. 07, 2018 Bracknell, England Customer Support
Application Support Team Lead – Global ERP Software Company

Location: Bracknell

As an Application Support Team Lead you will lead and support a highly skilled team of analysts who engage with external customers on a range of queries from support, upgrades, migration, implementations and system administration on Epicor 10 (Financials) application.

This is a full time office based position at our EMEA HQ in Bracknell, Berkshire.

Key Responsibilities
• Ensuring sufficient resources are available for the Support workload on a day to day basis
• Ensuring Service Quality levels are maintained to ensure KPI targets are met
• Ensuring that all outstanding issues are addressed within the SLT set for the team
• Advising Support Analysts on how to handle “difficult” customers as and when required.
• Setting clear targets/goals for the team members
• Conducting regular review meetings with each team member to ensure targets are being achieved and cases are being progressed
• Following up with customers on survey responses for your team members
• Conducting customer conference calls as required
• Act as first escalation point for customers and staff
• Recruitment and induction of new team members
• Conducting regular one to one sessions and Annual Performance Reviews
• Ensuring that staff are trained on new products/releases
• Ensuring certification is completed for new products/releases by team members
• Escalating issues as required to your immediate manager with a proposed solution for discussion
• Propose changes in equipment, procedures or policies to improve efficiency with in the team / wider department

Skills and Experience required:
• Strong customer service experience
• Experience of mentoring, leading, or managing people
• Excellent communication skills
• Experience of working within an ERP Finance Support environment

Educated to Degree level or equivalent through experience
Excellent verbal and written communications skills

Nice to have but not essential skills:
Experience of supporting external customers with Finance or Accounting queries
Experience managing a team of analysts
Effectively interface with key internal customers at all levels
Demonstrate the ability to bring together and work as a team and interact professionally

In return you can expect a great team environment along with a competitive salary and benefits.

About Epicor Software Corporation

Grow your business with Epicor

Epicor Software Corporation provides industry-specific business software designed around the needs of manufacturing, distribution, retail, and services organizations. More than 40 years of experience with our customers’ unique business processes and operational requirements is built into every solution―in the cloud, hosted, or on premises.
Today, over 20,000 customers in 150 countries around the world rely on our expertise and solutions to improve performance and profitability. Epicor is driving growth for companies globally with solutions including:

Epicor Enterprise Resource Planning (ERP)
Human Capital Management (HCM)
Financial Management
Manufacturing Execution Systems (MES)
Supply Chain Management (SCM)
Epicor products are working today on a global scale, delivering impressive benefits to companies just like yours. With a deep understanding of your industry, Epicor solutions promote growth while managing complexity and increasing efficiency. The result is powerful solutions that free your resources so you can grow your business.

For more information, please visit

Epicor is proud to be an equal opportunity employer

Primary location: Bracknell Bracknell Forest United Kingdom
Application Support Team Lead

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