The role:
The Technical Support Specialist is focused on diagnosing and resolving technical and system-related issues while providing exceptional customer support. This role involves troubleshooting software applications, working with internal teams, and ensuring users receive accurate and timely solutions.
- Confer with customers via phone, email, or chat to diagnose technical/system problems, troubleshoot issues, and document solutions.
- Act as a liaison between end users and internal resources to resolve application issues.
- Follow established procedures to troubleshoot client-server software application issues, including those involving Microsoft SQL.
- Respond to complex technical issues where standard procedures have failed, using customer-centric interpersonal skills and technical product knowledge.
- Stay up to date with software updates and changes through training to provide timely and accurate customer support.
- Assist with system setup, configuration, and integration tools to enhance product functionality.
- Address concerns raised by other departments, such as customer experience or sales.
- Mentor and assist other team members.
- Contribute to and utilize the department’s knowledge base articles and FAQs.
- Excellent written and verbal communication skills for documentation and customer support.
- Strong customer experience and troubleshooting skills.
- Knowledge of system applications and accounting business processes (Accounts Payable, Accounts Receivable, General Ledger, etc.).
- Detail-oriented with strong research and problem-solving abilities.
- Experience working in a high-volume support environment.
- 3+ years of applicable experience in technical support or a related field.
- Prior experience with ERP systems and SQL data querying.
- Industry knowledge and experience in accounting processes.
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About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
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
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Antonio Ibarra BustillosSimilar Jobs
What We Do
We’re the Digital Brains of Our Customers’ Operations
We help businesses stay future-ready with cognitive ERP that connects people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
Why Work With Us
Our policies are built on mutual trust, support, and a commitment to maintaining a healthy work-life balance. That's why we encourage you to take the time off you need to rest, recharge, and reconnect.
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