SaaS Technical Support Specialist (SQL/ERP)

Grow; Monterrey; Híbrido; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness benefits

Career Development opportunities

Education Support

Inclusive workplace

Work-Life Balance

Global Mobility

Descripción de la vacante

Epicor is hiring a Manufacturing Support Specialist in Monterrey to diagnose and resolve software and system issues within a fast-paced environment. You will troubleshoot client-server applications, including SQL-based components, and document findings while coordinating with internal teams.

The role requires strong problem-solving, excellent written and verbal communication, and the ability to manage multiple priorities in a hybrid work setting.

Formación

• Strong problem-solving and troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Customer service orientation and the ability to manage multiple priorities.

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 orientation

Prioritization

Independent & collaborative work

Herramientas

SQL

ERP systems

Descripción del empleo

Epicor is hiring a Manufacturing Support Specialist in Monterrey to diagnose and resolve software and system issues within a fast-paced environment. You will troubleshoot client-server applications, including SQL-based components, and document findings while coordinating with internal teams.

The role requires strong problem-solving, excellent written and verbal communication, and the ability to manage multiple priorities in a hybrid work setting.