Technical Support Specialist for Global Teams

hace 4 días


Monterrey, Nuevo León, México Epicor A tiempo completo

Overview

Epicor is a global leader in data-driven business solutions, and we're seeking a highly skilled Technical Support Specialist to join our team. As a key member of our technical support department, you will play a critical role in ensuring the highest level of customer satisfaction and loyalty.

About the Role

We are looking for an experienced Technical Support Specialist to provide exceptional technical support to our customers across multiple products and systems. You will be responsible for troubleshooting, resolving system issues, and collaborating with global teams to achieve efficient outcomes.

Key Responsibilities

  • Provide timely and effective technical support to customers via various communication channels
  • Diagnose, analyze, and resolve complex technical issues related to third-party integrations, SQL databases, and data formats such as JSON and XML
  • Support credit card hardware and processing issues when applicable
  • Independently investigate and learn new systems, processes, and tools to resolve customer challenges effectively
  • Stay calm and professional when working directly with customers to address concerns and deliver solutions
  • Collaborate with local and international teams to achieve efficient outcomes
  • Balance reporting to both local management and US-based leadership while ensuring alignment of goals and priorities

Required Skills and Qualifications

To succeed in this role, you will need:

  • Strong verbal and written communication skills in English to support global customers
  • Demonstrated technical aptitude, with experience supporting multiple products


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