GENERAL INFORMATION

Office (s)
Remote, Canada, Toronto, ON, Toronto, ON, Vernon, BC
Date Published
Tuesday, June 4, 2024
Country
Canada
Job ID
24227
Function
Global Support
Recruiter
Bun, Mouyheang

DESCRIPTION & REQUIREMENTS

The Technical Application Specialist diagnoses,
troubleshoots, repairs and debugs software, network
systems and/or hardware. Documents and escalates issues
as necessary.

Duties & Responsibilities

• 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.

Knowledge Skills & Abilities

• Ability to effectively communicate both verbally and in writing
• Customer experience skills
• Knowledge of specific system application fundamentals and business processes
• Strong problem solving and troubleshooting skills
• Experience in a support environment with high call volumes desired
• SaaS or e-Commerce experience

Qualifications

• 3+ years applicable experience and demonstrated success/knowledge
• Industry knowledge/experience

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.

LI-CM1

• 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