Transform your technical expertise into impactful solutions! As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software, network systems, and hardware. You will be responsible for documenting and escalating issues as necessary. We are seeking applicants with strong analytical skills, excellent communication abilities, and a passion for technology.

What you will be doing :

• Investigate application support cases from BisTrack customers, fully document and understand the issues, and gather necessary information to resolve or escalate.
• Troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
• Liaise between support, development, quality assurance, and professional services teams as part of the larger customer support effort, presenting cases and justifications to Development.
• Understand customers’ business process flows and explain how they relate to their use of the BisTrack application.
• Manage root cause analysis of errors in customers’ business environments.
• Organize meetings and pull necessary resources into investigations as required, running point on cross-team initiatives and investigations.
• Manage and follow up on assigned support cases to create a remarkable experience for customers, clearly and professionally communicating case updates by phone and email.
• Travel to customer sites as required (Canada/US) and participate in Epicor’s US-based user conferences.

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.

• Investigate application support cases from BisTrack customers, fully document and understand the issues, and gather necessary information to resolve or escalate.
• Troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
• Liaise between support, development, quality assurance, and professional services teams as part of the larger customer support effort, presenting cases and justifications to Development.
• Understand customers’ business process flows and explain how they relate to their use of the BisTrack application.
• Manage root cause analysis of errors in customers’ business environments.
• Organize meetings and pull necessary resources into investigations as required, running point on cross-team initiatives and investigations.
• Manage and follow up on assigned support cases to create a remarkable experience for customers, clearly and professionally communicating case updates by phone and email.
• Travel to customer sites as required (Canada/US) and participate in Epicor’s US-based user conferences