Application Support Technician II

ElDorado National California•Riverside, CA

3d•Onsite

About The Position

The Applications Support Technician II provides day-to-day support for Epicor Kinetic ERP and other related manufacturing applications. This role serves as the primary point of contact for ERP and other applications support requests, assists users with troubleshooting and business process questions, performs basic system administration, testing, and configuration, and report directly to the Sr. Applications Systems Analyst on enhancements, implementations, and integrations.

Requirements

Bachelor’s degree in information systems, Computer Science, or a related field.
2 to 5 years of customer service experience in a corporate or call center environment preferred.
Experience with cloud-based enterprise solutions (e.g., Epicor, Salesforce, RingCentral, TravelBank, etc.).
Understanding data integration and automation tools (QA Automation, ServiceNow, PowerBI, etc.).
Understanding manufacturing processes such as production, inventory, purchasing, shipping, planning, and quality.
Excellent customer service and analytical thinking.
Knowledge of IT compliance and system security standards.
Proven experience leading to the implementation and support of ERP, CRM (Salesforce), and Travel/Expense Management systems.

Responsibilities

Respond and follow up IT-Helpdesk tickets related to enterprise applications.
Provide daily support for Epicor Kinetic users.
Troubleshoot application issues and coordinate with service providers when needed.
Assist users with business process questions and maintain user security and permissions.
Configure forms, dashboards, BAQs, reports, BPMs and workflows.
Support Salesforce users and perform basic administration.
Perform application testing before deployment.
Assist with upgrades and patches, documenting recurring issues and resolutions.
Create knowledge base articles.
Assist with data imports/exports.
Escalate complex issues to team lead / manager.