SaaS Support Engineer - Customer-Focused Tech Solutions

Grow; Cleveland (OH); On-site; USD 60,000 - 85,000; 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 customer support specialist to diagnose and resolve technical and system issues across multiple channels. You will document cases, escalate when needed, and stay current with software updates to deliver timely solutions.

The role emphasizes mentoring teammates, contributing to knowledge bases, and collaborating with sales and customer experience teams to improve service quality.

Qualifications

• Ability to effectively communicate 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.

Responsibilities

• Confers with customers via phone, email or chat to diagnose technical and/or system problems, troubleshoot, repair and test solutions; fully documents and escalates if necessary.
• Troubleshoots client-server software issues involving SQL, web servers, payment terminals, printers, and mobile devices.
• Responds to complex issues where standard procedures fail, using strong interpersonal skills and product knowledge.
• Keeps up-to-date with software updates to provide timely solutions.
• Assists with system setup and configuration of programming and integration tools for product customization and integration.
• Addresses concerns from other departments such as customer experience or sales.
• Assists in mentoring team members.
• Contributes to and uses knowledge base articles and FAQs.

Skills

Communication

Customer experience

System knowledge

Troubleshooting

High call volumes

SaaS experience

Job description

Epicor is seeking a customer support specialist to diagnose and resolve technical and system issues across multiple channels. You will document cases, escalate when needed, and stay current with software updates to deliver timely solutions.

The role emphasizes mentoring teammates, contributing to knowledge bases, and collaborating with sales and customer experience teams to improve service quality.