Description
Description & Requirements
Role Summary/Purpose:
As a customer support application specialist, you will be responsible for troubleshooting, diagnosing and repairing diverse issues combining strong technical, communication skills and advanced business knowledge. Proactively documents and escalates issues as necessary and recommends process improvements.
What you'll do:
• 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
What you'll need to succeed:
• 3+ years applicable experience and demonstrated success/knowledge.
• 3+ years of specialized/industry experience.
• Should have excellent troubleshooting skills in a windows environment. Must be familiar with Windows Event Viewer & Service Manager
• Knowledge of Windows Server 2016 and up.
• Experience in Windows Internet Information Service Manager (IIS).
• Database administration, installation, and configuration experience.
• Knowledge of Microsoft SQL, ERP applications or analytical tools is a plus.
• Strong knowledge of specific system application fundamentals and business processes
• Strong problem-solving skills and business processes
• Strong troubleshooting and technical skills
• Experience in a support environment with high call volumes desired.
• Ability to work in all available shifts.
• Ability to effectively communicate in English both verbally and in writing.
• Must demonstrate Active Listening
• Ability to learn new technologies and industries quickly Attention to detail.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including setup and browser settings.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track cases through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone or ServiceNow, until they've solved a technical issue.
We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.
Location: Bangalore
Shift Timings: 5:30pm-2:30am IST
The Global Support Team
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We'd love to have you join us.
About Epicor
At Epicor we know that success comes from working together. Everyone has a role to play, and it's the essential partnerships across our company that are crucial to our customers' success and our growth as a business.
We're truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We're proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.
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.
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.
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