Technical Support Specialist

hace 2 días

Monterrey, Nuevo León, México Epicor Software Mexico Sa De Cv A tiempo completo
Global Technical Support Role

As a Technical Support Specialist at Epicor Software Mexico S.A. de C.V., you will play a vital role in ensuring the success of our customers. Your primary function will be to provide technical support via phone, email, and fax, professionally handling client calls and offering effective solutions and advice.

Key Responsibilities:
  • Engage with clients to perform remote testing, support, and troubleshoot technical issues.
  • Maintain and adhere to high Service Quality levels.
  • Ensure timely resolution of all issues and keep clients informed of progress.
  • Participate in relevant Epicor product training courses aligned with our certification scheme.


Requirements:

Technical Skills:
  • Proficiency in English (both written and spoken).
  • Technical experience or ability to demonstrate technical aptitude.
  • Credit Card hardware and processing experience preferred.
  • Distribution knowledge a plus.
  • Third party integration experience a plus.


Personal Qualities:
  • Detail oriented.
  • Independent learner - Desire to dig in and learn in addition to provided training and support.


Collaboration:
  • Capable of defining problems, generating solutions, evaluating alternatives, and implementing chosen solutions.
  • Maintains composure when dealing with customers.
  • Works with both a local manager and a US-based manager, ensuring effective coordination.
  • Collaborates seamlessly with teams in Monterrey, India, and the US.


About Epicor:

We're a team that values partnership, innovation, and continuous learning. At Epicor, your success is our success, and we're committed to creating a workplace and global community where inclusion is valued.

We're an equal-opportunity employer, and we welcome applications from candidates who share our values and are passionate about delivering exceptional customer service.

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