Technical Application Specialist

Epicor • Cleveland, OH

12h • Onsite

About The Position

Epicor is seeking a Technical Application Specialist to join their team. This role involves conferring with customers via phone, email, or chat to diagnose technical and/or system problems, troubleshoot, repair, and test solutions. The specialist will fully document issues and escalate if necessary. Responsibilities include troubleshooting client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices. The role requires responding to situations where standard procedures have failed to isolate or correct system or software failures, utilizing customer-centric interpersonal skills and technical product knowledge. Staying up-to-date with software updates and changes is crucial for providing timely and accurate solutions. The specialist will also assist with system setup, configuration, and the use of programming and integration tools for customization, extension, and integration of products. Additionally, the role involves addressing concerns from other departments like customer experience or sales, mentoring other team members, and contributing to the department's knowledge base articles and FAQs.

Requirements

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

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.

Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being.
• Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Comprehensive support for international relocations and permanent residency processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed