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Apply now Job ID 19002027 Date posted Feb. 12, 2020 United Kingdom Customer Support
Technical Application Support Associate

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 good problem solving, analytical and communications skills, who must be a team player. Appropriate training will be provided where necessary.

Duties:
Assists customers via phone, email or chat to identify technical and application problems to
fully document, understand the issue being reported, and gather the necessary information
to either resolve or escalate.
Assists with system/application setup and configuration following detailed instructions.
Provides general product, account status and company policy information.
Under direct supervision, communicates case updates to customers in a timely manner.
Documents recurring technical issues to support product quality programs and product
development.
Contributes and uses department's knowledge base articles and FAQ's.

Key Responsibilities:
Ability to effectively communicate both verbally and in writing
Experience working in a support environment
Basic problem-solving skills
Skills that could set you apart:
Knowledge of system application fundamentals
Business processes knowledge
Experience working in a support environment with high call volumes

Nice to have skills but not essential
Knowledge of Microsoft SQL fundamentals
Knowledge of financial, manufacturing, retail or distribution business processes

The Person
Excellent communication/interpersonal skills.
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 and can demonstrate a commitment to Epicor’s business objectives and its customers.
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.
Identifies problems, develops and evaluates options, and implements practical solutions.

Desired skills and experience:
1+ years’ experience in a similar role/environment along with the ability to demonstrated knowledge/success


Please note that this is an office bound role, where you will be expected to work on site between the hours of 9.00 am and 5.30 pm.

www.epicor.com
Epicor is proud to be an Equal Opportunity / Affirmative Action Employer

Primary location: United Kingdom Location United Kingdom
Technical Application Support Associate

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