Technical Support Specialist

Company: Epicor
Location: Minneapolis
Posted on: September 24, 2022

Job Description:

General information Office (s) Minneapolis, MN Date Published Tuesday, August 23, 2022 Country United States Job ID 21005 Function Global Support Description & Requirements About Us:Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.About the Role:The Technical Support Specialist is responsible for troubleshooting, diagnosing, and repairing diverse issues, combining strong technical and communication skills and advanced business knowledge. Our support organization is strongly customer focused and comprised of highly skilled and well-motivated Technical Support Analysts. Your primary job function is to provide technical support via phone/email/fax.What You'll Do: Complete an introductory training program to learn the ERP platform: Shadow peers, get familiar with job-specific terminology and ask questions. Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management Receive incoming customer calls and get assigned EpicCare cases expecting to take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established Service Level Agreements (SLAs). Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks. Stay current with Epicor's innovation and application enhancements: Attend training sessions and webinars for new product features and product offerings. Use Epicor's EpicCare Customer Relationship Management (CRM) system to track and resolve issues: Receive customer inquiries via access channels such as EpicCare and phone. Gain experience with Windows and multiple mobile platforms: Become familiar with more in-depth Internet navigation and browser configuration while working with multiple browsers, keyboard shortcuts, Microsoft Office and communication tools such as WebEx and Skype for Business. Maintain accurate, high-quality and timely documentation of all steps and activitiesWhat You Need to Succeed: A degree in a technical field and/or equivalent experience Experience with troubleshooting software and/or hardware issues Working knowledge of at least one of the major database platforms (e.g. MS SQL, MySQL, Oracle) and IIS recommended Familiarity with Cloud Computing (e.g. Azure)Why You Should Click Apply:With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.'Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.'#LI-MB1#LI-HYBRID

Keywords: Epicor, Minneapolis , Technical Support Specialist, IT / Software / Systems , Minneapolis, Minnesota