Senior SaaS Application Support Engineer

Grow; Monterrey; Presencial; MXN 420.000 - 720.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness benefits

Career development opportunities

Education support programs

Inclusive, diverse workplace

Descripción de la vacante

Epicor is seeking a skilled technical support professional to handle escalated customer issues with minimal supervision. The role covers a range of technologies including Microsoft SQL, web servers, payment terminals, and mobile devices.

You will stay current with software updates and guide customers through installations and ongoing maintenance, while contributing to knowledge bases and mentoring teammates.

Formación

• Ability to learn new technologies quickly and adapt to various industries.
• Experience in a high-volume support environment with strong problem-solving skills.
• Bachelor’s degree or equivalent experience required.

Responsabilidades

• Responsible for solving escalated issues with minimal supervision and communicating with customers via phone, email or chat.
• Troubleshoot client-server software issues including SQL databases, web servers, payment terminals, printers and mobile devices.
• Stay up-to-date with software updates to provide timely solutions.
• Resolve customer concerns during installation, operation, or maintenance.
• Develop processes to triage issues and route to appropriate teams.
• Mentor and coach team members to maintain high customer service standards.

Conocimientos

Communication

Troubleshooting

Technical skills

SaaS experience

Mentorship

Educación

Bachelor's degree or equivalent

Herramientas

Microsoft SQL

Descripción del empleo

Epicor is seeking a skilled technical support professional to handle escalated customer issues with minimal supervision. The role covers a range of technologies including Microsoft SQL, web servers, payment terminals, and mobile devices.

You will stay current with software updates and guide customers through installations and ongoing maintenance, while contributing to knowledge bases and mentoring teammates.