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Job Summary
The Technical Application Specialist plays a critical role in ensuring the smooth operation of software, network systems, and hardware for Epicor customers. As a key member of the Global Support Team, this individual will diagnose, troubleshoot, and repair technical issues, providing timely and accurate solutions to customers.
Key Responsibilities
- Diagnose and troubleshoot software, network systems, and hardware issues, documenting and escalating as necessary.
- Confer with customers to understand technical and system problems, providing expert guidance and support.
- Stay up-to-date with software updates and changes, ensuring timely and accurate solutions for customers.
- Assist with system setup, configuration, and use of programming and integration tools, aiding in customization, extension, and integration of products.
- Collaborate with teams in Monterrey, India, and the US to provide seamless support to customers.
Requirements
- Advanced English skills, with the ability to effectively communicate verbally and in writing.
- Customer experience skills, with a focus on staying calm and composed under pressure.
- Knowledge of specific system application fundamentals and business processes in the Accounting area, including Accounts Receivable, Accounts Payable, General Ledger, and Out of Balance Reconciliation.
- Inventory/Distribution experience, including buying, selling, storing, and transferring inventory, as well as Cycle Counts and Physical Inventory.
- Detail-oriented and analytical skills, with the ability to examine information, ask questions, and dig into details.
- Independent learning skills, with a desire to dig in and learn beyond provided training and support.
- Experience in a support environment with high call volumes, preferably in a software or technical support role.
Qualifications
- 3+ years of applicable experience and demonstrated success/knowledge.
- Industry knowledge/experience, preferably in financial, manufacturing, retail, or distribution.
- Knowledge of Microsoft SQL, ERP applications, or analytical tools.
- Database administration, installation, and configuration experience.
