SaaS & ERP Technical Support Specialist

Epicor; Monterrey; Presencial; MXN 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Descripción de la vacante

Epicor seeks a Manufacturing Support Specialist to diagnose and resolve software and system issues, delivering an exceptional customer experience in a fast-paced environment. You will troubleshoot client-server applications, document findings, and collaborate with cross-functional teams.

You will use SQL, ERP knowledge, and familiarity with SaaS environments to support manufacturing customers, stay current with product updates, and mentor teammates while contributing to a knowledge base.

Formación

• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer-centric mindset with multitasking capabilities.
• Solid grasp of software fundamentals and business processes.
• Ability to work independently and with cross-functional teams.

Responsabilidades

• Interact with customers by phone, email, or chat to identify issues, troubleshoot, repair, and test solutions while documenting findings.
• Follow procedures to resolve client-server software issues involving SQL, web servers, payment terminals, network printers, and mobile devices.
• Resolve complex cases by applying technical knowledge and clear, customer-focused communication.
• Stay current with software updates to ensure timely and accurate support.
• Assist with system setup, configuration, and using tools for customization and integration.
• Collaborate with internal teams such as customer experience and sales to resolve concerns.
• Mentor teammates and contribute to the knowledge base and FAQs.

Conocimientos

Problem solving

Communication skills

Customer service

Software fundamentals

Independent & team work

Herramientas

SQL

ERP systems

Descripción del empleo

Epicor seeks a Manufacturing Support Specialist to diagnose and resolve software and system issues, delivering an exceptional customer experience in a fast-paced environment. You will troubleshoot client-server applications, document findings, and collaborate with cross-functional teams.

You will use SQL, ERP knowledge, and familiarity with SaaS environments to support manufacturing customers, stay current with product updates, and mentor teammates while contributing to a knowledge base.