Confer with customers via phone, email, or chat to diagnose and troubleshoot issues, repair and test solutions, and fully document and escalate cases if necessary.
Follow procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Respond to situations where standard procedures have failed to isolate or correct system or software failures, using customer-centric interpersonal skills and product knowledge.
Stay up to date with software updates and changes to provide timely and accurate solutions to customers.
Monitor and respond to open tickets submitted through ServiceNow.
Ensure the performance of applications and scripts by the support team.
Assist with system setup, configuration, and use of programming and integration tools and techniques that aid in the customization, extension, and integration of products, addressing concerns from other departments.
Mentor other team members and contribute to the department's knowledge base articles and FAQs.
What you will likely bring:
3+ years of applicable experience and demonstrated success/knowledge.
Industry knowledge and experience.
Excellent written and verbal communication skills for documentation and customer support duties, with the ability to communicate complex concepts to individuals with diverse levels of seniority and technical competence.
Knowledge of application fundamentals and business processes.
Experience in a support environment with high ticket volume preferred.
Ability to troubleshoot and resolve application issues.
Naturally curious and creative individual with a strong ability to research and a drive to obtain solutions to problems.
Why Join the Pipeline?
Joining this talent pool means:
You'll be among the first contacted when a Technical Application Specialist role opens.
You'll have an opportunity to connect with our recruiting team to learn more about upcoming needs across different product lines (e.g., Kinetic, Eagle, BisTrack).
We can explore potential alignment with specialized areas (SQL, ERP Applications, Network etc).
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
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Benefits
Health insurance
Additional Information
Future Opportunities - Join Our Talent Community!
Are you a seasoned problem‑solver with strong technical expertise and a passion for helping customers succeed? We're building a pipeline of experienced Software Application Specialists to connect with talented professionals who may be a great fit for future openings on our team.
As our hiring needs evolve, we're excited to stay connected with professionals who may be a great fit for upcoming opportunities. This posting offers a space for you to express interest and explore what this role could look like in the future.
As a Software Application Specialist, you will diagnose, troubleshoot, repair, and debug software and network systems. You will be responsible for documenting and escalating issues as necessary. We are seeking applicants with strong problem-solving abilities, excellent communication skills, and a proactive approach to customer support.
Epicorsoftware · Bensalem