Technical Application Associate

at  Epicor

As a Technical Application Associate you will provide post implementation application support to customers by guiding callers through problem resolution, managing open tickets, and escalating when appropriate. You will actively listen to and enables end users with solutions to common problems. In addition, this position is responsible for call documentation and escalation as necessary.

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.

• Address and document customer questions, problems, and errors through calls, emails, or our web-based customer portal.
• Review and troubleshoot automated alerts from customer servers. This may involve server configuration changes, communicating operator errors to customers, or assessing potential software design flaws with development.
• Troubleshoot and resolve technical issues while creating knowledge-based articles. Attention to detail, organization, and effective time management are crucial in our dynamic environment.
• Collaborate with team members to maintain our high level of customer satisfaction.
• Develop a strong functional knowledge of our applications and gain a detailed understanding of the WMS application through training, testing, and working with support staff and software developers.
• Travel occasionally to customer sites for new system implementations .