Technical Application Specialist

hace 1 semana

Monterrey, México grow.com A tiempo completo

General information**Office (s)**

Monterrey, MEX

**Date Published**

Wednesday, April 24, 2024

**Country**

Mexico

**Job ID**

23956

**Function**

Global Support

**Recruiter**

IbarraBustillos, Jose Antonio
- Description & Requirements**The Job**:
This is an opportunity for a dynamic individual who can demonstrate the aptitude to learn as well as build on existing skills. You will be a self-starter who possesses strong problem solving, analytical and communications skills, who can be a team player and enjoys working as part of a growing global team as well as being able to work independently.

The Technical Application Specialist actively listens to and enables customers with solutions to common technical problems, documents and escalates as necessary.

**What you will be doing**:

- Confer with customers via phone and our ticketing system to diagnose technical problems. Troubleshoot and test solutions to resolve raised issues.
- Respond to client calls in a professional manner, providing solutions
and advice where appropriate.
- Ensuring Service Quality levels are maintained
- Ensuring all issues are handled in a timely manner adhering to SLT's
- Reviewing outstanding issues, ensuring clients are kept informed of
progress within tickets.
- Create and update both internal and external processes and
documentation ensuring that knowledge base articles and FAQ's are kept
up to date
- Communicate effectively within your team and collaborate with other
departments as required.
- Ability to document and escalate an issue within a timely manner should it
be required

**What you will likely bring**:

- Ability to effectively communicate in English both verbally and in writing
- Customer service experience
- Basic problem-solving skills and business processes
- Experience in a support environment with high call volumes desired
- Ability to work independently and alongside other team members

**Qualifications**:

- 2+ years of applicable experience and demonstrated success/knowledge
- Industry knowledge/experience - Desirable
- Initial training may involve slightly different hours to support onboarding and
training but this is a minor change in hours

**The Global Support Team**

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

**About Epicor**

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.

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.

**Equal Opportunities and Accommodations Statement**

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role
- but your experience doesn’t match every qualification of the job description, that’s okay

We are an equal-opportunity employer.

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