What you will be doing:
- 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.
What you will likely bring:
- 3+ years applicable experience and demonstrated success/knowledge
- Industry knowledge/experience
- SaaS or e-Commerce experience
What could set you apart:
- 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
Shift Timings: 5:30pm - 2:30am
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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 opportunit