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. 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.
• 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.
• 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.

What you need to succeed:

• 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

What could set you apart:

• 3+ years applicable experience and demonstrated success/knowledge
• ERP tools exposure, Supply chain management, Order management knowledge or 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: