What you will be doing:

• Investigate and resolve application support cases reported by BisTrack customers, ensuring complete documentation and clear understanding of the issue.

• Troubleshoot client–server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.

• Respond to complex situations where standard troubleshooting procedures are insufficient by applying strong technical knowledge and customer-centric communication skills.

• Stay current with software updates, new features, and system changes to provide accurate and timely support.

• Liaise between support, development, quality assurance and professional services teams as part of the larger customer support effort. Present cases/justifications/replications to Development.

• Manage assigned support cases end-to-end, providing timely follow-up and clear communication via phone and email.

• Ensure all interactions meet or exceed service level agreements (SLAs) and KPIs.

• Conduct root cause analysis of recurring issues within customer environments.

• Assist customers with system setup, configuration, and use of programming or integration tools that enable product customization or extension.

• Mentor and support other team members to improve overall technical expertise and service delivery.

• Contribute to knowledge base documentation, including replication paths and issue resolutions.

What you will likely bring:

• Knowledge of supply chain management (SCM) concepts.

• Knowledge of Manufacturing, Retail or Distribution business processes.

• Proficiency in troubleshooting ERP application or similar software packages.

• Experience in a software support environment with high call volumes and large numbers of clients and users.

• Excellent verbal and written communication skills in English.

• Strong customer experience and interpersonal skills.

• Exceptional problem-solving and analytical abilities.

• Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.

• Ability to work independently as well as collaboratively within a team.

• Strong understanding of ERP modules, particularly in:

  • Order Management (Q2C – Quote to Cash)
  • Purchasing (P2P – Procure to Pay)
  • Warehouse/Inventory Management

What could set you apart:

• 3+ years applicable experience and demonstrated success/knowledge

• Bachelor’s degree (or equivalent experience)

• Industry knowledge / experience

• Work experience in manufacturing, retail, or distribution business processes

• Knowledge of Microsoft SQL, ERP applications or analytical tools

Shift timings: 4:30 PM IST – 1:30 AM IST. Open to US / Canada shifts.

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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.

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