Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension, and integration of products.
Addresses concerns brought up by other departments such as customer experience or sales
Assists in mentoring other team members.
Contributes and uses department's knowledge base articles and FAQ's.
What you will likely bring:
3+ years applicable experience and demonstrated success/knowledge.
Industry knowledge/experience.
Very good communication and problem-solving skills.
Knowledge of specific system application fundamentals and business processes.
Proficiency with Microsoft Excel and Word.
Good technical knowledge of Microsoft Windows, computers, and general networking.
Experience in a support environment with high call volumes desired.
Customer experience skills.
What could set you apart:
Knowledge of Microsoft SQL, ERP applications or analytical tools.
Knowledge of financial, manufacturing, retail, or distribution business processes.
SaaS or e-Commerce experience.
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About Epicor
We're Proactive, Proud, Partners .
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
We are an equal-opportunity employer.
Recruiter:
Mouy Bun
Benefits
Health insurance
Additional Information
Transform data into actionable insights! As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software, network systems, and hardware. You will be responsible for assisting customers with the operation of a specialized retail accounting software application in a small call center environment. We are seeking applicants with strong communication skills, technical expertise, and a customer-centric approach.
Epicorsoftware · Solon