What are the responsibilities and job description for the Technical Support Specialist position at Epicor?
General information
Office (s)
Cincinnati, OH
Date Published
Friday, August 12, 2022
Country
United States
Job ID
20594
Function
Global Support
Description & Requirements
About Us:
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.
About the Role:
The Technical Support Specialist is responsible for troubleshooting, diagnosing and repairing diverse issues combining strong technical, communication skills and advanced business knowledge. Proactively recommends process improvements.
What You’ll Do:
- Provides technical application support to external customers on two exciting IoT products.
- Responsible for solutioning escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge.
- Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL Server, IIS, web servers, and XML.
- Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
- Resolves customer concerns raised during installation, operation, maintenance or compatibility matters.
- Conducts specific performance or functional tests associated with resolving issues.
- Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
- Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
- Proactively recommends process and strategy improvements and works with other team members to obtain solutions.
- Liaises between support, development, and quality assurance teams to provide information on issues as part of the larger customer support effort.
- Specializes in key areas of the software including specific third-party software packages.
What You Need to Succeed:
- Bachelor’s degree (or equivalent experience).
- Ability to learn new technologies and industries quickly
- Attention to detail
- Mentorship skills
- Ability to effectively communicate both verbally and in writing
- Strong knowledge of specific system application fundamentals and business processes
- Strong problem-solving skills and business processes
- Strong troubleshooting and technical skills
- Experience in a support environment with high call volumes desired
- SaaS or e-Commerce experience
Additional Skills That Could Set You Apart:
- Kepware - KepEXServer experience a plus
- Microsoft SQL Server - basic understanding of database objects, simple queries, and permissions
- Microsoft Internet Information Services (IIS) - XML, web config files, permissions
- TCP/IP networking
- Proven self-learner
Why You Should Click Apply:
With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.
“Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”
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