The Technical Support Specialist is responsible for diagnosing and resolving complex technical and system issues while delivering exceptional customer support. This role involves working with a wide range of technologies, ensuring customer satisfaction, and contributing to continuous improvement in product support and service delivery.

What you will be doing:

• Diagnose technical or system issues via phone, email, or chat and troubleshoot, repair, and test solutions, documenting actions and escalating when needed.
• Troubleshoot client-server application issues involving Microsoft SQL, web servers, payment terminals, network printers, and Android/iOS devices using established procedures.
• Address issues where standard procedures have not resolved the problem, using technical product knowledge and customer-focused communication.
• Stay current on software updates and changes to provide accurate, timely solutions to customers.
• Assist with setup, configuration, and use of programming or integration tools to support software customization and integration.
• Collaborate with cross-functional teams, including customer experience and sales, to resolve concerns impacting customers.
• Support and mentor team members to promote consistency and high-quality service.
• Use and contribute to the department’s knowledge base articles and FAQs.

What you will likely bring:

• Strong communication skills, both written and verbal
• Customer-first mindset and experience in client-facing support
• Excellent troubleshooting and technical problem-solving skills
• Understanding of system application fundamentals and business processes
• Experience supporting high-volume environments
• Ability to work independently and as part of a team in a dynamic and fast-paced setting

What could set you apart:

• Great English communication skills
• 3+ years of applicable experience in a technical support or customer service role
• Experience with SaaS or e-Commerce platforms
• Proficiency in identifying issue trends and contributing to process improvements
• Ability to adapt quickly to changing technology and customer needs

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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: