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Senior Technical Support Analyst at Epicor | Software Careers


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Apply now Job ID 19001433 Date posted Sep. 24, 2019 Bracknell, England Customer Support
Senior Technical Support Analyst – ERP Software

Location: Bracknell, Berkshire

EPICOR…Our Mission: Be the leading provider of industry-specific business software that drives growth and profitability for our customers.
Epicor is a global leader delivering inspired business software solutions to the manufacturing, distribution, retail, and services industries. With over 40 years of experience serving small, midmarket and large enterprises, Epicor has more than 20,000 customers in over 150 countries. Epicor enterprise resource planning (ERP), retail management software, supply chain management (SCM), and human capital management (HCM) enable companies to drive increased efficiency and improve profitability.
Epicor is recognized as “visionary” for completing the convergence of multiple ERP products together to create a comprehensive, 100% SOA-based solution. This strategy has enabled Epicor to continually adapt to the latest technologies available, while allowing customers to protect their investment. Utilizing Web services, Epicor helps businesses rapidly respond to change, adjust for growth, and maintain their competitive advantage on a local, regional, or global scale.
With a history of innovation, industry expertise and passion for excellence, Epicor provides the single point of accountability that local, regional, and global business demand.

The role:
A new opportunity has arisen to join our existing EMEA support team in Bracknell.
The successful person will demonstrate an aptitude to learn/build on existing skills. You will be a self starter who possesses strong problem solving, analytical and communications skills, who must be a team player and work closely within a small team. Appropriate training will be provided where necessary.

A willingness to learn our flagship ERP 10 solution from a technical/tools perspective.
Respond to customer calls in a professional manner, providing appropriate solutions and advice.
Interact with customers in performing complex testing, support and troubleshooting technical functions remotely.
Ensuring Service Level Targets are maintained and adhered to.
Ensuring all issues are handled in a timely manner.
Reviewing outstanding issues, ensuring clients are kept informed of progress.
Attending relevant Epicor product training courses, in-line with our internal certification scheme.
Create and update knowledge articles to empower our customers to self-help.
Supporting our customers both internally and externally.

Key Responsibilities:
Complete an introductory training program to learn the ERP platform: Shadow peers, get familiar with job-specific terminology and ask questions.
Provide excellent analytical, written and verbal communication skills.
Communicate and collaborate with peers, customers and upper management.
Receive incoming customer calls and being assigned CRM cases.
Expecting to take ownership and research with customers to fully diagnose issues, and then to develop creative solutions and respond within established Service Level Targets.
Plan and prioritise day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
Stay current with Epicor’s innovation and application enhancements.
Attend training sessions and webinars for new product features and product offerings.
Use Epicor’s CRM system to track and resolve issues
Receive customer inquiries via access channels such as the web portal and phone.
Expand existing knowledge of Windows and multiple mobile platforms.
Complete internal product installations, database loads.
Maintain accurate, high-quality documentation.
Essential Experience
Advanced Windows knowledge and Microsoft technologies.
General networking and security knowledge.
Database admin knowledge of at least one of the major database platforms (e.g. MS SQL, MySQL, Oracle).

Desired skills and experience:
A background or previous experience in a technical support role at a large or enterprise-level software vendor.
1+ years of troubleshooting software and/or server issues.
1+ years working directly with customers.
Familiarity with Cloud Computing (e.g. Azure).
SQL Server.
SQL Scripting.
Active Directory.
Group Policy.
Some programming skills.
Any ERP, Manufacturing or Accounting software.

The Person
Excellent communication/interpersonal skills.
Proven ability to work on own initiative, manage workloads/priorities.
Must be a self starter who can work independently as well as in a team.
Must have the ability to multi-task.
Takes pride in work. Can demonstrate a commitment to Epicor’s business objectives and its customers by owning decisions and driving results.
Responds to feedback and new information with an open mind. Accepts change by taking action and learning new things.
Positively engages with both internal and external customers, elevates the experience, and executes on commitments.
Possesses functional and technical capabilities to achieve high-level job requirements.
Proactively leads when needed, regardless of their role.
Identifies problems, develops and evaluates options, and implements practical solutions.

Please note that this role will require the successful applicant to work on site between the hours of 8am and 6pm Monday to Friday, no weekend working is required. Further information will be share during the interview selection process.

Epicor is proud to be an Equal Opportunity / Affirmative Action Employer

Primary location: Bracknell Bracknell Forest United Kingdom
Senior Technical Support Analyst

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