Technical Application Specialist
About Us:
We're here for the hard-working businesses that keep the world turning. They're the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs, and built to respond flexibly to their fast-changing reality. We accelerate every customer's ambitions, whether to grow and transform, or simply become more productive and effective. That's what makes us the essential partners for the world's most essential businesses.
About the Role:
The Technical Application Specialist is responsible for answering incoming technical support requests via phone, chat and email in a timely and efficient manner. Documenting each event into our customer relationship management software; seeking guidance from the Technical Support Specialist II, III or the Customer Service Manager when applicable. Also responsible for replicating customer issues and documenting the steps for replication for escalation to the development team. Responsible for producing technical documentation such has "How To" guides, "FAQs" or Service Bulletins.
What You'll Do:

• Accurately record all technical support requests from customers in Salesforce; provide the caller with accurate information that will resolve the problem; and close the case in Salesforce.
• Request assistance from a Technical Support Specialist II for problems that cannot be resolved quickly.
• Follow up on open cases, bug tickets and record all call completion information received from the Customer Service Manager or Technical Support Specialist II.
• Maintain a thorough working knowledge of DocSTAR products, SOP's, service issues, bulletins, and other documentation or information which will assist in the resolution of customer problems.
• Communicate all unusual situations regarding technical and/or dealer related problems, to the Customer Service Manager.
• Maintain all company issued property and publications in good condition.
• Conduct oneself at all times in a manner beneficial to the company and its reputation, mindful that end user satisfaction with DocSTAR equipment and personnel is vital to our success.

What You Need to Succeed:

• Minimum of one-year technical support experience in a help desk environment.
• Minimum one-year experience with Windows and/or Server 2008 or higher. Knowledge of IIS, databases, and intermediate networking skills. SQL server knowledge a plus. A+, MCP or CDIA certifications a plus but not required
• High School Diploma or equivalent. 2-year college degree preferred

Additional Skills That Could Set You Apart:

• Technical Aptitude
• Experience with Windows OS
• Excellent customer service and communication skills.

Why you should click "Apply":
In a role like the Technical Application Specialist, you will develop agile skills that can be applied into many different areas of the business. The skills that you already possess will only continue to grow, giving you the opportunity to develop professionally - and to grow your career in any direction you choose.