Duties & Responsibilities

• Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.

• Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.

• Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.

• Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

• Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.

• Addresses concerns brought up by other departments such as customer experience or sales

• Assists in mentoring other team members.

• Contributes and uses department's knowledge base articles and FAQ's.

Knowledge, Skills & Abilities

• Ability to effectively communicate both verbally and in writing

• Customer experience skills

• Knowledge of specific system application fundamentals and business processes

• Strong problem solving and troubleshooting skills

• Experience in a support environment with high call volumes desired

• SaaS or e-Commerce experience

Qualifications

• 3+ years applicable experience and demonstrated success/knowledge

• Industry knowledge/experience

About Epicor 

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. 

We’re Proactive, Proud, Partners.  

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.

Competitive Pay & Benefits 

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being. 

• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. 

• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. 

• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. 

• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. 

• Global Mobility: Comprehensive support for international relocations and permanent residency processes.  

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- consider applying regardless.  

We are an equal-opportunity employer.  

Range:

The salary range indicated reflects the compensation band for this role at Epicor. Actual placement within the range will be determined based on the candidate's skills, experience, and qualifications. This range applies to the specific country of hire.

Recruiter: