WHAT YOU WILL LIKELY BRING:

• Excellent written and verbal communication skills for documentation and customer support.
• Strong customer experience and troubleshooting skills.
• Knowledge of system applications and accounting business processes (Accounts Payable, Accounts Receivable, General Ledger, etc.).
• Detail-oriented with strong research and problem-solving abilities.
• Experience working in a high-volume support environment.

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.

THE ROLE:

The Technical Support Specialist is focused on diagnosing and resolving technical and system-related issues while providing exceptional customer support. This role involves troubleshooting software applications, working with internal teams, and ensuring users receive accurate and timely solutions.

WHAT YOU WILL BE DOING:

• Confer with customers via phone, email, or chat to diagnose technical/system problems, troubleshoot issues, and document solutions.
• Act as a liaison between end users and internal resources to resolve application issues.
• Follow established procedures to troubleshoot client-server software application issues, including those involving Microsoft SQL.
• Respond to complex technical issues where standard procedures have failed, using customer-centric interpersonal skills and technical product knowledge.
• Stay up to date with software updates and changes through training to provide timely and accurate customer support.
• Assist with system setup, configuration, and integration tools to enhance product functionality.
• Address concerns raised by other departments, such as customer experience or sales.
• Mentor and assist other team members.
• Contribute to and utilize the department’s knowledge base articles and FAQs.