- Resolve escalated technical issues with minimal supervision, communicating with customers via phone, email, or chat while providing expert product knowledge and exceptional service.
- Troubleshoot complex client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
- Stay current with software updates and system changes to deliver accurate and efficient resolutions.
- Address customer concerns related to installation, operation, maintenance, or compatibility issues.
- Conduct performance and functional testing as part of the issue resolution process.
- Develop and maintain processes to gather, track, and triage customer issues, ensuring proper escalation and follow-up.
- Identify trends and recurring issues across cases, proactively recommending process or strategy improvements.
- Collaborate with team members to drive effective solutions and maintain high-quality service standards.
- Contribute to and utilize departmental knowledge base articles and FAQs to support continuous improvement.
- Mentor and coach team members, promoting knowledge sharing and consistent service excellence.
- Strong technical and troubleshooting skills
- Excellent communication skills, both verbal and written
- Attention to detail and analytical thinking
- Ability to learn new technologies quickly and adapt to a changing environment
- Proven ability to identify and solve complex problems independently and collaboratively
- Experience working in fast-paced, high-volume technical support environments
- 5+ years of experience in technical support or a related field
- 2+ years of specialized experience in a specific software or industry domain
- Bachelor’s degree (or equivalent experience)
- SaaS or e-Commerce support experience
- Strong mentorship and leadership skills with a focus on service excellence
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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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