SaaS Technical Support & Integration Specialist

EPIND Epicor India; Arkansas; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Internal mobility

Career development

Education support

Inclusive workplace

Work-life balance

Global mobility

Job summary

Epicor is seeking a customer-focused technical support professional to diagnose and resolve complex software and system issues for our customers via phone, email, or chat. You will document cases, escalate when needed, and guide clients through troubleshooting of SQL-based apps, web servers, payment terminals, printers, and mobile devices.

In this role you’ll stay current with product updates, assist with setup and integration tasks, mentor teammates, and contribute to our knowledge base.

Qualifications

• 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).

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 issues as necessary.
• Troubleshoots client-server software issues involving SQL, web servers, payment terminals, printers, and mobile devices.
• Responds to situations where standard procedures fail by using customer-centric interpersonal skills and product knowledge.
• Stays up-to-date with software updates and changes to provide timely solutions.
• Assists with system setup, configuration, and use of programming/integration tools for customization and integration.
• Coordinates with other departments to address concerns.
• Mentors other team members.
• Contributes to the department knowledge base and FAQs.

Skills

Verbal and written communication

Customer experience

System troubleshooting

Problem solving

SaaS/e-commerce support

Job description

Epicor is seeking a customer-focused technical support professional to diagnose and resolve complex software and system issues for our customers via phone, email, or chat. You will document cases, escalate when needed, and guide clients through troubleshooting of SQL-based apps, web servers, payment terminals, printers, and mobile devices.

In this role you’ll stay current with product updates, assist with setup and integration tasks, mentor teammates, and contribute to our knowledge base.