ERP & SaaS Technical Support Engineer

Epicor; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Health and Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking a skilled Customer Support Specialist in Kuala Lumpur to diagnose technical and system problems, document solutions, and escalate when needed. You will handle SaaS/e-commerce support, assist with setup and configuration, and collaborate with other departments to resolve issues promptly.

The role requires 3+ years of applicable experience, strong communication, and problem-solving abilities.

Qualifications

• 3+ years of applicable experience in a technical support or service role.
• Experience with SaaS or e‑commerce environments is preferred.
• Strong communication skills, both written and verbal, and good problem-solving abilities.
• Basic understanding of SQL and programming concepts is a plus.

Responsibilities

• Confers with customers via phone, email or chat to diagnose technical and/or system problems and troubleshoot, repair and test solutions.
• Fully documents and escalates issues when necessary.
• Follow procedures to troubleshoot client‑server software issues involving SQL, web servers, and payment terminals.
• Provide timely and accurate solutions and stay up‑to‑date with software updates and changes.
• Assist with system setup, configuration, and integration tasks for customization and extension of products.
• Collaborate with other departments to address customer experience or sales concerns.

Skills

Communication

Customer experience

System knowledge

Troubleshooting

SaaS/e‑commerce

Accounting basics

Programming basics

Call-center experience

Tools

Microsoft SQL

Web servers

Android/iOS devices

Job description

Epicor is seeking a skilled Customer Support Specialist in Kuala Lumpur to diagnose technical and system problems, document solutions, and escalate when needed. You will handle SaaS/e-commerce support, assist with setup and configuration, and collaborate with other departments to resolve issues promptly.

The role requires 3+ years of applicable experience, strong communication, and problem-solving abilities.