Tech App Specialist (ERP Support)

EPIND Epicor India; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

EPIND Epicor India is seeking a Technical Support professional to assist customers with diagnosing technical issues and providing solutions within the ERP application. The ideal candidate will have strong problem-solving skills and 3+ years of experience in Warehouse and Inventory Management.

This role requires effective communication and the ability to handle high call volumes. Shift timings are from 5:30 pm to 2:30 am IST. We are an equal-opportunity employer.

Qualifications

• Ability to effectively communicate both verbally and in writing.
• Customer experience skills.
• Strong problem-solving and troubleshooting skills.
• Experience in a support environment with high call volumes.
• Experience with SaaS or e-Commerce.

Responsibilities

• Diagnose technical and system problems for ERP applications.
• Troubleshoot issues involving software applications and SQL.
• Provide timely and accurate solutions to customers.
• Mentor team members and contribute to knowledge base.

Skills

Effective communication

Customer experience

Problem-solving skills

Knowledge of application fundamentals

Job description

Responsibilities

• Confers with customers via phone, email or chat to diagnose technical and system problems, troubleshoot, repair and test solutions in the ERP application, documenting and escalating as necessary.
• Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals.
• Responds to situations where standard procedures have failed to isolate or correct system or software failures using customer-centric interpersonal skills and technical product knowledge.
• Stays up-to-date with software updates and changes to provide timely and accurate solutions to customers.
• Works on issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, and WMS, including Item Data, PO data, Inventory mismatches and data mismatches between WMS and ERP.
• Works on issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, and Sales History.
• Assists with system setup, configuration, and use of programming and integration tools and techniques that aid customization, extension, and integration of products.
• Addresses concerns from other departments such as customer experience or sales.
• Assists in mentoring other team members and contributes to the department’s knowledge base articles and FAQs.

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).
• Experience with SaaS or e-Commerce.

Desired Qualifications

• 3+ years of applicable experience and demonstrated success/knowledge in Warehouse Management, Inventory Management, and Distribution Industry.

Shift Timing

5:30 pm – 2:30 am IST.

We are an equal-opportunity employer.