Technical Application Specialist

Epicor Software (M) Sdn Bhd; Kuala Lumpur; Presencial; MYR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness

Education Support

Career Development

Mentoring Program

Global mobility and relocation support

Descripción de la vacante

Epicor Software (M) Sdn Bhd in Malaysia is seeking an ERP Support professional to diagnose and resolve software issues across client-server and cloud environments. You will provide functional support via phone, email, and chat, document steps, and collaborate with cross-functional teams to ensure timely resolutions.

You will stay current with product changes, contribute to knowledge articles, and participate in continuous process improvement.

Formación

• Experience providing ERP or software support to clients.
• Ability to diagnose issues across client-server and cloud environments.
• Familiarity with SQL, web servers, and basic device handling.
• Strong written and verbal communication with customers and teams.

Responsabilidades

• Provide ERP functional support via phone, email, and chat.
• Troubleshoot client-server and cloud-based software issues.
• Investigate unresolved issues and recommend corrective actions.
• Document issues with symptoms, steps, and resolutions.
• Coordinate with internal teams on escalated issues.
• Stay updated on product releases and support procedures.
• Create and maintain knowledge base articles and guides.
• Support process improvement and share guidance with team.

Conocimientos

ERP troubleshooting

Functional support

Problem solving

Analytical skills

SQL knowledge

Communication skills

Herramientas

Microsoft SQL

Web servers

Network printers

Android/iOS devices

Descripción del empleo

• Provide ERP functional support through phone, email, and chat by diagnosing system issues, troubleshooting problems, and recommending effective solutions.
• Follow established procedures to troubleshoot client-server and cloud-based software issues, including application, configuration, connectivity, and integration concerns.
• Investigate issues that cannot be resolved through standard procedures and apply sound judgment, technical product knowledge, and customer-centric communication to identify corrective actions.
• Document customer issues in detail, including symptoms, troubleshooting steps, system conditions, replication procedures, root-cause findings, and resolutions.
• Manage and respond to escalated issues, coordinating with technical support, development, cloud operations, customer experience, sales, and other internal teams as needed.
• Stay current with software releases, updates, product changes, known issues, and support procedures to provide accurate and timely customer assistance.
• Address concerns raised by other departments and provide clear updates, technical guidance, and recommended next steps.
• Create, maintain, and use knowledge base articles, frequently asked questions, troubleshooting guides, and other support documentation.
• Provide guidance and support to team members while contributing to the continuous improvement of support processes and best practices.

Knowledge, Skills & Abilities

• Strong ERP troubleshooting, functional support, problem-solving, and analytical skills.
• Ability to diagnose software issues across client-server and cloud-based environments using structured troubleshooting methods.
• Working knowledge of Microsoft SQL, web servers, network printers, and Android/iOS devices.
• Strong written and verbal communication skills, with the ability to explain technical information clearly and interact professionally with customers and internal stakeholders.

Qualifications

• Experience providing software, ERP, application, help desk, or technical customer support.
• Experience troubleshooting databases, web applications, networks, peripherals, mobile devices, or cloud-based software is preferred.
• Experience documenting technical issues, creating replication steps, and maintaining support knowledge articles.
• ERP product experience, Microsoft SQL experience, or familiarity with integrations and system configuration is preferred.

#LI-DA1

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.

Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.

Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.

Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.

Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.

Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.

Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

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. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.