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Job ID 18000925 Date posted Apr. 17, 2018 Monterrey, Nuevo León Customer Support

Job Title: Technical Support Analyst

Requisition Number: 18000925

Location(s): Monterrey, Mexico

Company Overview

Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

Role Summary/Purpose:

To be based in our Support Center, located in Monterrey, Mexico our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. High volume call center with high expectations for excellence and immediate resolutions for technical incidents. ERP Management Problem Solving and reported by the customer base Epicor Americas (from Canada to Argentina).

Skills:

Microsoft Products, System Administration, MS-SQL, Installation, Printing, Crystal Reports, additional technical knowledge of network environments and/or operating systems will be highly valued.

Competencies:
Competency
Minimum required
Strong Oral and Written Communications
A
Attention to details
A
Time Management and Flexibility
A
Analysis and synthesis
B
Customer Orientation
A
Strategic vision or Business Oriented
C
Self-Control
A
Frustration Tolerance and Persistence
B

Essential Responsibilities:

  • Your primary job function is to provide Technical support via phone/email/Web:
  • Respond immediately to client calls in a professional manner, providing appropriate solutions and advice
  • Interact with clients in performing testing, support and troubleshooting technical functions remotely
  • Ensuring Service Quality levels 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 (in ERP E10)
  • Meetings results every Q1, Q2, Q3 and Q4

Qualifications/Requirements:

  • Degree in IT
  • Good knowledge database administration
  • 1 year experience or have some knowledge in IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment)
  • Management Microsoft operating systems
  • IT Knowledge
  • ERP Knowledge highly advantageous

Desired Characteristics:

  • Able to handle a high volume of calls.
  • Excellent customer service skills.
  • Troubleshooting, minimum of two years related experience
  • DB Administration, Installation, printer troubleshooting experience.
  • Knowledge of Programming in SQL
  • Basic Knowledge in networking and telecom
  • Knowledge of database coding process

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


Primary location: Monterrey Nuevo Leon Mexico
Technical Support Analyst

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