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Job ID 18001211 Date posted Jun. 13, 2018 Monterrey, Nuevo León Customer Support
Job Title: Tech Support Analyst
Location(s): Monterrey, Mexico

Epicor Software drives business growth.

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.


As a Technical Support Analyst, you’ll work on a number of key tasks that are essential in ensuring our business growth and maintaining our reputation as world class enterprise software service organisation.

Principal Activities and Accountabilities:

• Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
• Work according to the Epicor Outsourcing Standard Operating Procedures and relevant customer processes
• Ensure that the recommendations/ solutions are in accordance to the customer’s policies and system design.
• Receive and analyse inquiries from customers and users.
• Investigate and analyse reported users problems
• Respond to users questions related to supported systems and processes.
• Update users during the troubleshooting and lifecycle of the issue, making sure the customer is always up-to-date
• Maintain and support Epicor CRM software in its full scope
• Troubleshooting and fixing issues from operational and infrastructure point of view
• Coordinate with the customers on solutions to be completed at the customer’s site.
• Provide training to end users when required.
• Consult with experts beyond Epicor Outsourcing on issues that cannot be solved with it.
 
Knowledge, Skills & Experience:
•             Good knowledge of computer technology.
•             Good verbal communication skills within English Language
•             working in an international support team experience
•             Windows Administration
•             Application Support/deployment
•             Basic Network knowledge
•             Basic Server knowledge
•             Basic SQL knowledge
•             Experience with ticketing and monitoring systems is an advantage
•             Experience working with an ERP products is an advantage
Additional Requirements:
Previous consulting and/or support experience would be an advantage.
Experience in a multinational environment is an advantage.
Epicor is proud to be an Equal Opportunity / Affirmative Action Employer
Primary location: Monterrey Nuevo Leon Mexico
Tech Support Analyst

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