Tech App Specialist (ERP Support)

Epicor; Bengaluru; Hybrid; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Health and Wellness benefits

Internal Mobility opportunities

Career Development & LinkedIn Learning

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking an experienced Support Engineer to diagnose and resolve complex system issues for customers in a hybrid work environment in Bengaluru. The role involves direct interaction across phone, email, and chat, documenting findings, and escalating when necessary.

You will troubleshoot client-server applications, including Microsoft SQL, web servers, payment terminals, printers, and mobile devices, while aligning with global ERP and WMS processes.

Qualifications

• 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.

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.
• Works on the issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, WMS.
• Should work on the issues like Item Data, PO data, Inventory Mismatch, Data mismatch between WMS and ERP application.
• Works on the issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, Sales History.

Skills

Communication skills

Customer experience

System/app fundamentals

Troubleshooting skills

Support experience

SaaS / e-Commerce

Tools

ERP tools

Job description

• 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.
• Works on the issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, WMS.
• Should work on the issues like Item Data, PO data, Inventory Mismatch, Data mismatch between WMS and ERP application.
• Works on the issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, Sales History.
• 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.

What You Will Be Doing

• 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.
• Works on the issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, WMS.
• Should work on the issues like Item Data, PO data, Inventory Mismatch, Data mismatch between WMS and ERP application.
• Works on the issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, Sales History.
• 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.

What You Need To Succeed

• 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

What Could Set You Apart

• 3+ years applicable experience and demonstrated success/knowledge
• ERP tools exposure, Supply chain management, Order management knowledge or experience.

Shift timings

5:30pm-2:30am / 8:30pm-5:30am IST

#HYBRID

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.

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.