Were in search of talented and experienced support manager who are responsible overseeing the day-to-day operations of EPICOR s support department. They commonly work with a team of Tech Application Specialists, Sr. Tech Application Specialists, and other support staff to ensure that customers have a positive experience when interacting with EPICOR.
Skills required:
Business College degree
Manufacturing and/or distribution business process flow knowledge and experience
Order Management
Direct, DTS Consignment Orders
Pricing Rebate
Inventory Management
Suggested Purchasing Demand Forecasting
Warehouse Management
Cycle Counting
Customer Support
What you ll do:
Experience on an ERP product, either in a support role or as an end user
Experience in Supply Chain Management
Ability to troubleshoot manufacturing/distribution concepts in an ERP software package.
Proficiency with PC software applications, e-mail, and job-associated applications/systems to expediently process tasks.
Self-starter abilities are essential and the aptitude to work independently and in a team workplace.
Acts as a liaison between end user and appropriate internal resources.
Responsible recreating bugs and documenting replication steps
Experience troubleshooting issues via telephone and use of remote support access to provide a resolution to the end user.
Performs other related work as assigned.
Excellent interpersonal skills
Fluent English, both oral and written.
Willingness to work in US shift hours.
What you ll need to succeed :
Primary function is to provide ERP application support via phone/email/Web:
Respond immediately to client calls in a qualified manner and providing appropriate solutions.
Work on issues/requests related to ERP application submitted by customers through Web.
Act as a business advisor to customers by helping them in using the software efficiently effectively.
Ensuring Service Quality levels are maintained and adhered to
Ensuring all issues are handled in a timely manner.
Reviewing outstanding issues, complete appropriate hand-off in conjunction with OLA/SLAs
Meeting results every quarter.
Shift Timings: 5:30pm-2:30am IST
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