Tech App Specialist (ERP Support)

epicorsoftware; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Health and Wellness benefits

Internal Mobility opportunities

Career Development: LinkedIn Learning

Education Support programs

Inclusive global workplace

Work-Life Balance policies

Global mobility support

Job summary

Epicor is seeking a customer-focused support specialist to diagnose and resolve technical ERP-related issues across SaaS and e-commerce platforms. You will handle inquiries via phone, email, or chat, document steps, and escalate when needed.

You will work on inventory management, order processing, and integration tasks while staying current with software updates. Previous high-volume support and ERP exposure are a plus. Hybrid shift in IST hours provides flexibility.

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 problems and document solutions.
• Troubleshoot client-server software issues involving SQL, web servers, and payment terminals.
• Respond to issues where standard procedures fail, using problem-solving and interpersonal skills.
• Work on Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, and WMS issues.
• Analyze data discrepancies between WMS and ERP, such as Item/PO data or inventory mismatches.
• Assist with system setup, configuration, and integration tools for product customization.
• Mentor other team members and contribute to knowledge base articles.

Skills

Customer communication

Troubleshooting

Technical support

ERP knowledge

SQL/Web server basics

Tools

Microsoft SQL

Web servers

Android/iOS devices

Job description

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

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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.

Recruiter: Vidya Vardhni