Application Support Specialist
hace 1 día
**About Us**
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.
**About the Role**
As a Technical Support Expert, you will be based in our Support Center and will be part of a strongly customer-focused support organization comprised of highly skilled and well-motivated Support Analysts. You will work in a high-volume call center with high expectations for excellence and immediate resolutions for technical incidents. You will be responsible for managing ERP-related issues reported by the customer base Epicor Americas, from Canada to Argentina.
**Key Responsibilities**
- Respond immediately to client calls in a professional manner, providing appropriate solutions and advice.
- Interact with clients in performing testing, support, and troubleshooting technical functions remotely.
- Ensure Service Quality levels are maintained and adhered to.
- Ensure all issues are handled in a timely manner.
- Review outstanding issues, ensuring clients are kept informed of progress.
- Attend relevant Epicor product training courses, in-line with our internal certification scheme (in ERP Epicor 10).
**Requirements**
- Strong Oral and Written Communications.
- Attention to details.
- Time Management and Flexibility.
- Analysis and synthesis.
- Customer Orientation.
- Strategic vision or Business Oriented.
- Self-Control.
- Frustration Tolerance and Persistence.
- Degree in IT.
- Good knowledge of database administration.
- 1 year experience or have some knowledge in IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment).
- Management of Microsoft operating systems.
- IT Knowledge.
- ERP Knowledge highly advantageous.
**Additional Skills That Could Set You Apart**
- Advanced English level (oral & written).
- Able to handle a high volume of calls.
- Excellent customer service skills.
- Troubleshooting, minimum of two years related experience.
- DB Administration, Installation, printer troubleshooting experience.
- Knowledge of Programming in SQL.
- Basic Knowledge in networking and telecom.
- Knowledge of database coding process.
- Microsoft Products, System Administration, MS-SQL, Installation, Printing, Crystal Reports, additional technical knowledge of network environments and/or operating systems will be highly valued.
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