Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
Addresses concerns brought up by other departments such as customer experience or sales
Assists in mentoring other team members.
Contributes and uses department's knowledge base articles and FAQ's.
Knowledge, Skills & Abilities
Ability to effectively communicate both verbally and in writing
Customer experience skills
Knowledge of specific system application fundamentals and business processes
Strong problem solving and troubleshooting skills
Experience in a support workplace with high call volumes desired
SaaS or e-Commerce experience
Qualifications
3+ years applicable experience and demonstrated success/knowledge
Industry knowledge/experience
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilie