- Confer with customers by phone, email, or chat to diagnose technical, application, system, and finance-related issues; troubleshoot, test, and document solutions; and escalate issues when necessary.
- Follow established procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
- Investigate issues involving ERP financial functionality, accounting processes, data flows, and integrations between ERP systems and finance packages such as Sage, Microsoft Dynamics NAV, Microsoft Dynamics GP, and Epicor Kinetic.
- Respond to complex or non-routine issues where standard procedures have not isolated or resolved system or software failures.
- Apply technical product knowledge and customer-focused communication to explain issues, recommend solutions, and support effective resolution.
- Maintain current knowledge of software releases, product updates, ERP functionality, finance applications, and related integration changes.
- Assist with system setup, configuration, and the use of programming and integration tools that support product customization, extension, and integration.
- Address technical concerns raised by Customer Experience, Sales, and other internal departments.
- Contribute to knowledge base articles, FAQs, troubleshooting documentation, and continuous improvement of support processes.
- Assist with mentoring and knowledge transfer for other team members.
- Strong verbal and written communication skills, with the ability to explain technical and finance-related concepts to customers and internal stakeholders.
- Strong problem-solving, analytical, troubleshooting, and issue-resolution skills.
- Knowledge of software applications, ERP fundamentals, accounting or financial business processes, and system integrations.
- Ability to work effectively in a high-volume support environment while managing multiple priorities.
- Customer-focused approach with the ability to collaborate across technical, customer experience, sales, and other functional teams.
- Three or more years of applicable technical support, application support, or related experience, with demonstrated knowledge and success.
- Experience supporting or troubleshooting at least one finance or accounting package is required.
- Experience with Sage, Microsoft Dynamics NAV, Microsoft Dynamics GP, Epicor Kinetic, or a comparable finance application is preferred.
- ERP knowledge or experience is preferred.
- SaaS, e-commerce, client-server application, SQL, or systems integration experience is preferred.
- Relevant industry knowledge or experience.
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:
Afsha Sikka, Nadia NiaziSkills Required
- Three or more years of applicable technical support, application support, or related experience
- Experience supporting or troubleshooting at least one finance or accounting package
- Experience with Sage, Microsoft Dynamics NAV, Microsoft Dynamics GP, Epicor Kinetic, or a comparable finance application
- ERP knowledge or experience
- SaaS, e-commerce, client-server application, SQL, or systems integration experience
- Relevant industry knowledge or experience
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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