Technical Application Support

at  Epicor

GENERAL INFORMATION

Office (s)
Remote, UK
Date Published
Tuesday, July 23, 2024
Country
United Kingdom
Job ID
24494
Function
Global Support
Recruiter
Sikka, Afsha

KNOWLEDGE SKILLS AND ABILITIES

• A background or previous experience in 2nd line Application Support
• Proven experience in supporting ERP applications with external customers
• Familiarity with Windows operating system and Windows Server 2012 onwards
• Experience in using SQL

QUALIFICATION

• 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

• Respond to client calls in a professional manner, providing solutions and advice where appropriate
• Resolving incidents raised by external customers at 2nd Line and liaising with 3rd Line development for problem resolution
• Ensuring Service Quality levels are maintained
• Ensuring all issues are handled in a timely manner
• Reviewing outstanding issues, ensuring clients are kept informed of progress.
• 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