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Job ID 18000692 Date posted Apr. 06, 2018 Dublin, California Customer Support

Job Title: Product Support Analyst, Renewals & Retention, EPX

Requisition Number: 18000692

Location(s): Dublin, CA

Company Overview:

We provide flexible, industryspecific software designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 40 years of experience with our customers’ unique operational requirements are built into every solution―in the cloud, hosted, or on premises. With this deep understanding of our customers industries, Epicor solutions manage complexity, increase efficiency, and free up resources to enable our customers to focus on growth.

Role Summary / Purpose:

The Product Support Analyst is responsible for overseeing the merchant credit application process, which includes coordinating Sales, Risk Management and Underwriting, and our Services Activation team. In this role, you will ensure that applications are fully completed and are properly processed. Gaps will be analyzed and recommendations made for process improvement.

Your skills and ability to minimize errors and ensure fast application processing will be your key indicators for success. We are looking for an energetic, creative, and motivated self-starter that has a passion for business and innovation with a maniacal focus on our customer experience. This position reports to the Manager of Payment Operations and is based in Dublin, CA.

Essential Responsibilities:

Sales /Relationship Management Support

  • Process and submit merchant applications for new account set up:
    • Receive and review new merchant applications for new or additional accounts.
    • Call, email or fax external customers with requests for additional information/documents related to new merchant account applications.
    • Accurately process and submit to UW new merchant account applications.
    • Provide clear and updated notes in open cases related to application status in order for full transparency on application status.
    • Track and document complete and accuracy of Apps by Rep
    • Communicate completeness and accuracy monthly back to sales management team.

  • Underwriting Communication:
    • Accurately submit new merchant account applications to Underwriting.
    • Document additional and pertinent information for new merchant applications
    • Provide prompt responses to UW cases requesting additional information/documentation in order to properly assess the Risk level.

  • Provide updates to other team members related to new merchant account applications:
    • Provide clear and updated notes in open cases related to application status in order for full transparency on application status.
    • Promptly update Sales management in the event a merchant application will be loss

Relationship Management / Pricing

  • Assists Sales/Management with resolving customer issues escalated from Service
  • Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
  • Receives pricing/repricing requests from Service. Analyzes current merchant pricing v/s competitive quote. Goal to retain merchants while maintaining min. profit goals.
  • Assist in analysis of pricing for larger deals / partner relationships.
  • Assist Sales /Management with Merchant/Partner proposals, create presentation decks for customer presentation.
  • Provide monthly updates of customer repricing / margins.
  • Provide reporting support to Management individual sales stats/margins & trends

Qualifications / Requirements:

  • Roles at this level typical require a university/college degree with 3+ years of relevant/direct industry experience. In lieu of a degree, a comparable combination of education and experience may be considered.
  • A highly qualified candidate will have the following attributes and many more:
  • Knowledge insight and understanding of the payment processing industry, from the basics of credit card transactions to complexities of statement analysis and pricing models/proposals
  • Ability to manage multiple and diverse clients including difficult/ demanding customers.
  • Comfortable in speaking to all levels of a sales organization
  • Ability to quickly learn about new products/solutions and deliver messaging which drives sales
  • Have the ability to openly communicate with internal and external partners
  • Ability to analyze and solve process/business problems
  • Ability to utilize critical thinking skills to make sound recommendations to sales management team.
  • Must be a results oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills.
  • Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines
  • Drive continuous improvement within the organization
  • Have a strong mastery of Microsoft Excel including creating formulas, analyzing data, data pivot tables and V-lookups


Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.

Primary location: Dublin California United States
Product Support Analyst, Renewals & Retention, EPX

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