Communicate with customers via phone, email, or chat, using strong customer-centric interpersonal skills and deep technical product knowledge to resolve escalated issues.
Troubleshoot client-server software application problems involving Microsoft SQL, web servers, Linux, MongoDB, and Node-RED at the highest technical level.
Stay current with software updates and system changes to provide timely and accurate support solutions.
Resolve customer concerns related to installation, operation, maintenance, or compatibility issues.
Perform specific performance or functional testing to aid in problem resolution.
Develop and refine processes and techniques to track, triage, and assess issues for appropriate routing.
Recognize trends and patterns among diverse case descriptions to foresee and mitigate potential future issues.
Recommend process and strategy improvements proactively and collaborate with teams to implement solutions.
Contribute to and utilize knowledge base articles and FAQs to drive consistent support practices.
Coach and mentor other team members, ensuring consistency and maintaining high customer service standards.
Specialize in key areas of the software, including integrations with third-party software packages.
Strong ability to learn new technologies and industries quickly.
Exceptional attention to detail and strong mentorship abilities.
Excellent verbal and written communication skills.
Deep knowledge of system application fundamentals and business processes.
Strong problem-solving, troubleshooting, and technical skills.
Experience working in a high-volume support environment.
5+ years of applicable technical support experience.
2+ years of specialized or industry-specific experience.
Bachelor’s degree or equivalent professional experience.
Familiarity with complex technical environments including Linux, databases, and system integrations.
Proven track record of contributing to process improvements and mentoring team members.
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 BustillosTop Skills
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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