The Technical Support Specialist is focused on diagnosing and resolving software and system issues while delivering excellent customer service and exercising sound technical judgment. This role involves troubleshooting client-server application problems, supporting integrations, and maintaining up-to-date product knowledge to ensure timely and accurate solutions.

What you will be doing:

• Conferring with customers via phone, email, or chat to identify technical or system issues, perform troubleshooting, repair, and testing, and document and escalate cases when necessary.
• Following established procedures to resolve client-server application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Responding to situations where standard procedures have failed, applying strong technical expertise and customer-focused communication to resolve system or software failures.
• Staying current with software updates and changes to provide accurate information and effective solutions to customers.
• Assisting with system setup, configuration, and use of programming or integration tools that support product customization, extension, and integration.
• Collaborating with internal teams, such as customer experience and sales, to address and resolve customer concerns.
• Providing guidance and support to other team members and contributing to the department’s knowledge base and FAQs to enhance team efficiency.

What you will likely bring:

• Excellent communication skills, both written and verbal
• Strong troubleshooting and analytical thinking abilities
• Customer service orientation and ability to handle multiple priorities
• Knowledge of system application fundamentals and business processes
• Ability to work independently and collaboratively in a fast-paced, high-volume environment

What could set you apart:

• 3+ years of applicable experience in technical support or a related field
• Experience in SaaS or e-Commerce environments
• Familiarity with Microsoft SQL, ERP systems, and data querying
• Strong problem-solving skills and adaptability to new technologies and processes
• Comfortable working with performance targets and service-level expectations

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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: