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Product Support Analyst at Epicor | Software Careers


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Apply now Job ID 19000994 Date posted Jun. 27, 2019 Monterrey, Nuevo León Customer Support

Product Support Senior

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:

The Product Support Specialist Sr provides second-level post implementation application support to customers involving highly complex issues. Quickly assesses the general nature of customer problems, utilizes strong troubleshooting skills to identify root cause, takes ownership of the issue, recognizes when the issue requires escalation and effectively escalates the issue if necessary, using Customer Support tools, processes and best practices.

What You’ll Do:

  • Experience in a software support environment with high call volumes and large numbers of clients and users
  • In-depth knowledge of computer terms, languages, SQL, XML and web application architectures
  • Ability to effectively communicate technical and business information to widely varied audiences in fluent English both verbally and in writing.
  • What You Need to Succeed:

  • Ability to determine criticality of a customer issue within their sphere of responsibility.
  • Ability to use good judgement in all decision-making situations that reflect the best interest of Epicor and the customer.
  • Experience in a software support environment functioning as a senior level software application support representative.
  • Possess strong ability to identify complex technical problems, fully document, understand the issue being reported, and gather the necessary information to either resolve or escalate customer issues.

  • Primary location: Monterrey Nuevo Leon Mexico
    Product Support Analyst

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    • Customer Support, Monterrey, Nuevo León, MexicoRemove


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