Duties & Responsibilities

• Confer with customers by phone, email, or chat to diagnose technical, application, system, and finance-related issues; troubleshoot, test, and document solutions; and escalate issues when necessary.
• Follow established procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Investigate issues involving ERP financial functionality, accounting processes, data flows, and integrations between ERP systems and finance packages such as Sage, Microsoft Dynamics NAV, Microsoft Dynamics GP, and Epicor Kinetic.
• Respond to complex or non-routine issues where standard procedures have not isolated or resolved system or software failures.
• Apply technical product knowledge and customer-focused communication to explain issues, recommend solutions, and support effective resolution.
• Maintain current knowledge of software releases, product updates, ERP functionality, finance applications, and related integration changes.
• Assist with system setup, configuration, and the use of programming and integration tools that support product customization, extension, and integration.
• Address technical concerns raised by Customer Experience, Sales, and other internal departments.
• Contribute to knowledge base articles, FAQs, troubleshooting documentation, and continuous improvement of support processes.
• Assist with mentoring and knowledge transfer for other team members.

Knowledge, Skills & Abilities

• Strong verbal and written communication skills, with the ability to explain technical and finance-related concepts to customers and internal stakeholders.
• Strong problem-solving, analytical, troubleshooting, and issue-resolution skills.
• Knowledge of software applications, ERP fundamentals, accounting or financial business processes, and system integrations.
• Ability to work effectively in a high-volume support environment while managing multiple priorities.
• Customer-focused approach with the ability to collaborate across technical, customer experience, sales, and other functional teams.

Qualifications

• Three or more years of applicable technical support, application support, or related experience, with demonstrated knowledge and success.
• Experience supporting or troubleshooting at least one finance or accounting package is required.
• Experience with Sage, Microsoft Dynamics NAV, Microsoft Dynamics GP, Epicor Kinetic, or a comparable finance application is preferred.
• ERP knowledge or experience is preferred.
• SaaS, e-commerce, client-server application, SQL, or systems integration experience is preferred.
• Relevant industry knowledge or experience.

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.

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