Technical Application Specialist

EPIND Epicor India; Kuala Lumpur; On-site; MYR 120,336 - 200,561; Full time

Job summary

EPIND Epicor India is looking for a Technical Support professional in Kuala Lumpur, Malaysia. The successful candidate will be responsible for diagnosing and resolving technical issues, providing customer support via various channels, and documenting solutions effectively.

Ideal applicants will have over 3 years of experience in a similar role, strong problem-solving skills, and a customer-centric approach. Candidates with SaaS or e-commerce experience are preferred.

Qualifications

• 3+ years of applicable experience in a technical support role.
• Demonstrated industry knowledge and problem-solving abilities.
• Experience in a high-volume support environment.

Responsibilities

• Diagnose technical/system problems and provide solutions.
• Document troubleshooting processes and escalate if needed.
• Stay updated with software changes to assist customers.

Skills

Effective communication skills

Customer experience skills

Strong problem solving and troubleshooting skills

SaaS or e‑Commerce experience

Basic programming skills

Job description

Responsibilities

Confers with customers via phone, email or chat to diagnose technical and/or system problem, troubleshoot, repair and test solutions. Fully documents and escalates if necessary. Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices. Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer‑centric interpersonal skills and providing technical product knowledge. Stays up‑to‑date with software updates and/or changes to be able to provide timely and accurate solutions to customers. Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products. Addresses concerns brought up by other departments such as customer experience or sales. Contributes and uses department’s knowledge base articles and FAQs.

Knowledge, Skills & Abilities

• Ability to effectively communicate both verbally and in writing
• Customer experience skills
• Knowledge of specific system application fundamentals and business processes
• Strong problem solving and troubleshooting skills
• Experience in a support environment with high call volumes desired
• SaaS or e‑Commerce experience
• Basic accounting knowledge is preferable
• Basic programming skills; ability to understand programming logic

Qualifications

• 3+ years applicable experience and demonstrated success/knowledge industry knowledge/experience

Equal Opportunity

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. We are an equal‑opportunity employer.