Your journey as a Senior Technical Application Specialist starts here! In this role, you will leverage your technical expertise, communication skills, and business knowledge to troubleshoot, diagnose, and resolve diverse issues. You will also proactively recommend process improvements to enhance our customer experience.

What you will be doing:

• Solution escalated issues with minimal supervision, communicating with customers via phone, email, or chat using customer-centric interpersonal skills.
• Troubleshoot client-server software application issues, including Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Stay up-to-date with software updates and changes to provide timely, accurate solutions.
• Resolve customer concerns during installation, operation, maintenance, or compatibility matters.
• Conduct performance or functional tests to resolve issues.
• Develop and refine processes to gather, track, and triage issues, assess validity, and route to the appropriate team.
• Recognize trends and patterns in case descriptions to foresee and prevent future problems.
• Recommend process and strategy improvements, collaborating with team members for solutions.
• Contribute to and utilize the department's knowledge base articles and FAQs.
• Coach and mentor team members to ensure consistency and high standards for customer service.
• Specialize in key areas of the software, including third-party software packages.

What you will likely bring:

• 5+ years' applicable experience with demonstrated success and knowledge.
• 2+ years' specialized or industry experience.
• Experience working with manufacturing-focused ERP solutions and a general understanding of manufacturing and financial process flows.
• Familiarity with ERP costing concepts and their impact on manufacturing and financial processes, including inventory, production, project-based manufacturing, Work in Process (WIP), and Cost of Goods Sold (COGS).
• Ability to analyze and troubleshoot manufacturing transactions and their impact on financial results, including month-end and year-end activities.
• Ability to learn new technologies and industries quickly.
• Strong attention to detail.
• Mentorship skills.
• Effective verbal and written communication skills.
• Strong knowledge of system application fundamentals and business processes.
• Excellent problem-solving and troubleshooting skills.
• Experience in a high-volume support environment.
• SaaS or e-Commerce experience

Sponsorship

This position is not eligible for employment-based immigration sponsorship now or in the future. Applicants must be authorized to work in the United States without Epicor sponsorship.

Export Control

This position requires access to customer information subject to U.S. export-control laws, including the International Traffic in Arms Regulations (ITAR). Candidates must be U.S. persons as defined by applicable law or otherwise eligible to obtain any required U.S. government authorization to access such information. Any offer of employment is contingent upon Epicor's determination that the candidate can lawfully be provided the access required for the position. For these purposes, a U.S. person generally includes a U.S. citizen or national, lawful permanent resident, refugee, or asylee.

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Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.

• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.

• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.

• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.

• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.

• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Range:
Minimum: $71,000 USD Maximum: $114,000 USD

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter:

Mouy Bun