Respond to client calls in a professional manner, providing appropriate solutions and advice
Interact with clients in performing complex 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
What you will likely bring:
Degree in Finance/Accounting, IT/Systems, or Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering).
Minimum of three years related experience (preferred but not essential), with customer service experience being valued.
Excellent verbal communication skills, with fluency in English (written and spoken).
Strong skills for analysis, troubleshooting, and problem-solving, with the ability to work independently with minimal supervision and to prioritize tasks in a stressful environment.
Willingness to learn and explore new technologies.
Demonstrated expertise in meeting business needs with technology solutions, with ERP knowledge being highly advantageous.
What could set you apart:
Manufacturing/Supply Chain: Exposure to production environments with an understanding of manufacturing concepts, terminology, processes, procedures, and operations. Knowledge of computerized Manufacturing Planning and Control (MPC) systems is preferred, and customer service experience is valued.
Accounting/Finance: Experience with Accounts Receivable (AR), Accounts Payable (AP), General Ledger, Inventory/Work In Process, Financial Reporting/Statements, General Ledger account reconciliation, Job Costing, Fixed Assets, and multi-company consolidations.
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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:
Antonio Ibarra Bustillos
Benefits
Health insuranceVision insuranceRemote work options
Additional Information
As an Application Expert Support based in our Support Centre in Monterrey, Mexico, you will provide technical support via phone, email, and fax. You will be responsible for responding to client calls professionally, providing appropriate solutions and advice, and ensuring service quality levels are maintained. We are seeking applicants with excellent verbal communication skills, strong analytical and troubleshooting abilities, and a service-oriented mindset.
Epicorsoftware · Monterrey, Mexico