Technical Application Specialist, Sr

Duties & Responsibilities

• Responsible for solutioning escalated issues from both the Application team and VAN team with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge as well as collaborating with internal teams in the same manner.

• Follows procedures to troubleshoot internal and external client-server software application issues at the highest level, which may involve Microsoft SQL and other software for interrogating and monitoring the applications.

• Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

• Resolves customer concerns raised during installation, operation, maintenance or compatibility matters.

• Conducts specific performance or functional tests associated with resolving issues to allow for further collaboration with our development teams to work towards a resolution.

• Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.

• Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.

• Proactively recommends process and strategy improvements and works with other team members to obtain solutions.

• Attend and contribute to Planning/Sprint/Spike meetings.

• Contributes and uses department's knowledge base articles and FAQ's.

• Take part and take ownership of internal projects as required.

• Build close relationships with key accounts and attend reviews/general service meetings with customers where required.

• Coaches and mentors other team members ensuring consistency and high standards for customer service.

• Specializes in key areas of the software including specific third-party software packages.

• Paticipate in the on call rota and product deployments when required.

Knowledge, Skills & Abilities

• Ability to learn new technologies and industries quickly

• Attention to detail

• Mentorship skills

• Ability to effectively communicate both verbally and in writing

• Strong knowledge of specific system application fundamentals and business processes

• Strong problem-solving skills and business processes

• Strong troubleshooting and technical skills

• Experience in a support environment with high call volumes desired

• SaaS or e-Commerce experience

Qualifications

• 5+ years of applicable experience and demonstrated success/knowledge

• 2+ years of specialized/industry experience

• Bachelor’s degree (or equivalent experience)

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners .

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

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.

• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and 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.

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.

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