The Technical Support Specialist is focused on diagnosing and resolving technical issues within established procedures while providing a high-quality customer experience and supporting continuous product improvement.

What you will be doing:

• Conferring with customers via phone, email, or chat to diagnose, troubleshoot, repair, and test technical and system issues, documenting actions fully and escalating when necessary.
• Following procedures to troubleshoot client-server software application issues, including those involving 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, providing customer-centric solutions using strong technical product knowledge.
• Staying up to date with software updates and changes to deliver accurate, timely solutions to customers.
• Assisting with system setup, configuration, and use of programming and integration tools to support product customization, extension, and integration.
• Addressing concerns raised by other departments such as customer experience and sales.
• Assisting in mentoring other team members to ensure consistency and knowledge sharing.
• Contributing to and utilizing department knowledge base articles and FAQs for effective case resolution.
  

What you will likely bring:

• Attention to detail and strong problem-solving skills
• Ability to effectively communicate both verbally and in writing in both Spanish and English
• Outstanding customer service orientation
• Proficiency in Microsoft Office 365
• Understanding of ERP software
• Familiarity with Windows server and desktop environments
• Ability to document procedures clearly and accurately
• Ability to multitask and work independently and collaboratively in a fast-paced, constantly changing environment
• Dependability in meeting assigned shift expectations and work completion
  

What could set you apart:

• Great English communication skills
• 3+ years of applicable experience and demonstrated success in technical support or service support roles
• Experience with inventory management software
• Familiarity with SaaS environments
• Adaptability and willingness to learn new skills and technologies
• Experience working with targets and team-based goals

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.

Recruiter:

Antonio Ibarra Bustillos