Technical Application Specialist
Grow
The Technical Support Specialist is focused on diagnosing and resolving technical issues across multiple platforms while ensuring high-quality customer experiences and maintaining detailed documentation throughout the resolution process.
What you will be doing:
- Conferring with customers via phone, email, or chat to diagnose technical and system issues, troubleshoot, implement repairs, and test solutions while fully documenting actions and escalating when necessary.
- Following established procedures to resolve client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
- Responding to situations where standard procedures have not resolved system or software failures by providing customer-centric, technical product expertise.
- Staying current with software updates and changes to provide accurate and timely solutions to customers.
- Assisting with system setup, configuration, and using programming and integration tools that support customization and integration of products.
- Addressing concerns raised by other departments, including customer experience and sales teams.
- Mentoring and assisting other team members to support knowledge sharing and skill development.
- Contributing to and utilizing the department’s knowledge base articles and FAQs to support efficient case resolution.
What you will likely bring:
- Ability to effectively communicate both verbally and in writing
- Strong customer experience orientation
- Knowledge of specific system application fundamentals and business processes
- Strong problem-solving and troubleshooting skills
- Attention to detail and organization
- Ability to work independently and collaboratively in a fast-paced, high-volume environment
What could set you apart:
- 3+ years of applicable experience with demonstrated success in a technical support role
- Experience working in high call-volume support environments
- Industry knowledge within SaaS, e-Commerce, or ERP systems
- Adaptability and willingness to learn new skills and technologies
- Great English communication skills
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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 Bustillos