The Technical Support Specialist is focused on diagnosing and resolving software, system, and network-related issues while providing exceptional customer service and technical expertise. This role involves troubleshooting complex client-server applications, maintaining product knowledge, and exercising sound judgment when resolving customer inquiries and technical escalations.
What you will be doing:- Conferring with customers via phone, email, or chat to diagnose technical or system issues, troubleshoot problems, repair and test solutions, and fully document and escalate when necessary.
- Following established procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
- Responding to complex situations where standard troubleshooting has failed, applying strong technical knowledge and customer-centric communication to identify and implement effective solutions.
- Staying current with software updates and product changes to provide accurate and timely resolutions.
- Assisting with system setup, configuration, and the use of programming and integration tools that support product customization and integration.
- Collaborating with internal teams such as customer experience and sales to address and resolve customer concerns.
- Supporting and mentoring other team members to ensure consistent and high-quality service delivery.
- Contributing to and utilizing the department’s knowledge base and FAQs to enhance team efficiency and customer satisfaction.
- Excellent written and verbal communication skills in both English and Spanish
- Attention to detail with strong research, troubleshooting, and analytical abilities
- Solid understanding of system application fundamentals and business processes in Accounting and/or Supply Chain Management
- Ability to work both independently and collaboratively in a fast-paced, high-volume environment
- Strong customer orientation with a commitment to providing an outstanding service experience
- 3+ years of applicable experience in technical support or a related field
- Prior experience with ERP systems and SQL data querying
- Familiarity with SaaS or e-Commerce environments
- Ability to manage multiple priorities and adapt to changing demands
- Willingness to learn new technologies, tools, and procedures to enhance service delivery
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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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