What you’ll be doing:

• Direct interaction with customers, assisting with the support and troubleshooting of SaaS or On-Premises, API integrations etc.
• Communicate with customers via phone, email, or case (ServiceNow portal).
• Serve as a primary customer contact for planned software upgrades, maintenance activities, and product changes, ensuring clear communication, setting expectations, ownership on assigned cases and addressing customer questions or concerns with confidence.
• Assess, categorize, and prioritize support issues based on business impact, severity, urgency, and available resources, ensuring critical issues are addressed promptly, and work is effectively managed in accordance with service level agreements (SLAs)
• Document calls with screenshots and detailed notes of the troubleshooting steps taken while on the call.
• Diagnose technical and/or software configuration issues.
• Troubleshoot and test issues reported by customer on local/cloud test instance. Fully document and escalates if necessary.
• Follow procedures to troubleshoot software application issues.
• Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
• Create/review/update customer-facing and internal knowledge articles.
• Conduct focused training sessions on how to use specific features in the application.
• Collaborate with other teams (integrated ERP) on Daily Data exchange failures.
• Conduct focused training sessions on what’s new in the application.

What you’ll likely bring:

• Any B.E. degree or a Masters / Bachelors in CS if non-engineering.
• Must have good understanding of the APIs and troubleshooting issues related to them using tools like postman.
• Basic knowledge of MS-SQL, HTML Language.
• Comfortable with highly technical application Microsoft Product.
• Understanding and adhering to escalation paths so that issues are resolved in conjunction with outlined SLAs.
• Ability to effectively communicate both verbally and in writing.
• Strong problem-solving and troubleshooting skills.
• Experience in a support environment.
• 3+ years of applicable experience and demonstrated success/knowledge.

What could set you apart:

• ERP application knowledge.
• Familiarity with ServiceNow will be useful.
• Experience with Supply chain concepts and probability and statistics.
• Basic understanding of Database Backup/Restore.
• Basic knowledge about XMLs and XSDs for troubleshooting data related issues
• Intermediate level knowledge of SQL scripts (like subquery, JOINS, UNIONS) is added advantage

Shift Timings: 5:30pm - 2:30am IST

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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: