As a Technical Application Specialist, you will provide technical assistance to customers through phone, email, or chat. You will diagnose system and technical issues, troubleshoot and test solutions, and ensure that problems are resolved efficiently while maintaining high service standards. This role requires strong communication skills, analytical thinking, and the ability to work in a fast-paced support environment while collaborating with different departments and contributing to continuous improvement through knowledge sharing.

What you will be doing:

• Respond to customer inquiries via phone, email, or chat to diagnose technical or system problems, troubleshoot issues, implement fixes, and test solutions. Fully document interactions and escalate issues when necessary.
• Follow established procedures to troubleshoot client-server software application issues involving Microsoft SQL databases, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Handle situations where standard troubleshooting procedures do not resolve the issue by applying strong customer-focused communication skills and technical product knowledge.
• Stay up to date with software updates, system changes, and new product features in order to provide timely and accurate support.
• Assist customers with system setup, configuration, and the use of programming or integration tools that enable customization, extension, and integration of products.
• Collaborate with other departments such as Customer Experience and Sales to address customer concerns and ensure a seamless support experience.
• Mentor and support other team members by sharing knowledge and best practices.
• Contribute to and utilize the department’s knowledge base articles and FAQs to improve support efficiency and maintain accurate documentation.

What you will likely bring:

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to customers.
• Customer service and customer experience skills with a focus on delivering high-quality support.
• Knowledge of system application fundamentals and related business processes.
• Strong analytical thinking, troubleshooting, and problem-solving abilities.
• Ability to work in a fast-paced support environment handling high call volumes.
• Experience working independently while managing multiple tasks and priorities.

What could set you apart:

• Experience working in Software-as-a-Service (SaaS) or e-commerce environments.
• Hands-on experience troubleshooting client-server applications and supporting technical infrastructure.
• Familiarity with Microsoft SQL, web servers, networking components, payment terminals, and mobile devices.
• Previous experience contributing to knowledge bases, documentation, or internal training resources.
• 3+ years of relevant experience with demonstrated technical support success and industry knowledge.

#LI-JI1 #LI-HYBRID

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: