What you will be doing:

• Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions in the ERP application. 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.
• 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.
• Works on the issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, WMS.
• Should work on the issues like Item Data, PO data, Inventory Mismatch, Data mismatch between WMS and ERP application.
• Works on the issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, Sales History.
• 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.

What you will likely bring:

• Ability to effectively communicate both verbally and in writing
• Customer experience skills including handling experienced users, irate users, and users who prefer different modes of communication including calls, emails
• Knowledge of specific system application fundamentals and business processes and ability to learn a complex Distribution ERP Application through self-paced E Learning and Classroom Sessions as well
• Strong problem solving and troubleshooting skills with excellent comprehension skills to ensure smooth processing of the case/call
• Experience in a support environment with high call volumes and rotational shifts desired
• SaaS or e-Commerce experience

What could set you apart:

• 3+ years applicable experience and demonstrated success/knowledge
• Warehouse Management, Inventory Management, Distribution Industry knowledge/experience.

Shift timings: 5:30pm-2:30am / 8:30pm-5:30am IST

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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.

Recruiter: