SaaS Technical Support Specialist – ERP & SQL

EPIND Epicor India; Monterrey; Presencial; MXN 260.000 - 380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Career development

Education support

Descripción de la vacante

Epicor is seeking a Manufacturing Support Specialist to diagnose and resolve software and system issues, delivering excellent customer experiences in a fast-paced, ERP-focused environment. You will troubleshoot client-server challenges, document findings, and escalate when needed, collaborating with cross-functional teams to improve service delivery.

The role emphasizes staying current with software updates, assisting with system setup, and mentoring teammates, with a hybrid work arrangement and

Formación

• Strong problem-solving and troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Customer service orientation and the ability to manage multiple priorities.
• Knowledge of software application fundamentals and related business processes.
• Ability to work independently and collaboratively in a fast-paced, high-volume environment.

Responsabilidades

• Conferring with customers via phone, email, or chat to identify technical or system issues, troubleshoot, repair, and test solutions, documenting findings and escalating when necessary.
• Following established procedures to resolve client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Responding to complex cases where standard procedures may not apply, using strong technical knowledge and customer-centric communication to deliver effective solutions.
• Staying current with software updates and changes to ensure timely and accurate support to customers.
• Assisting with system setup, configuration, and the use of programming or integration tools that aid in customization, extension, and integration of products.
• Collaborating with internal departments such as customer experience and sales to address and resolve customer concerns.
• Supporting team members by mentoring and sharing best practices, and contributing to the department’s knowledge base and FAQs.

Conocimientos

Problem solving

Communication skills

Customer service

Software fundamentals

Team collaboration

Herramientas

SQL

ERP systems

Descripción del empleo

Epicor is seeking a Manufacturing Support Specialist to diagnose and resolve software and system issues, delivering excellent customer experiences in a fast-paced, ERP-focused environment. You will troubleshoot client-server challenges, document findings, and escalate when needed, collaborating with cross-functional teams to improve service delivery.

The role emphasizes staying current with software updates, assisting with system setup, and mentoring teammates, with a hybrid work arrangement and