SaaS Technical Support & Solutions Specialist

epicorsoftware; Cleveland (OH); On-site; USD 65,000 - 90,000; 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 seeks a customer-focused technical support professional in Cleveland to diagnose and troubleshoot software issues for clients via phone, email or chat. You will document cases, escalate when needed, and stay current with product updates.

You will assist with system setup and integration, and collaborate with sales and customer experience teams. The role requires strong communication, problem-solving abilities, and experience in a SaaS or e-commerce environment.

Qualifications

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

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 SQL, web servers, payment terminals, printers, and mobile 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 changes to provide timely and accurate solutions to customers.
• Assists with system setup, configuration, and use of programming/integration tools to aid customization and integration of products.
• Addresses concerns brought up by other departments and assists in mentoring team members.
• Contributes and uses department's knowledge base articles and FAQ's.

Skills

3+ years applicable experience

Industry knowledge/experience

Verbal & written communication

Customer experience skills

System fundamentals knowledge

Troubleshooting skills

SaaS or e-Commerce experience

Job description

Epicor seeks a customer-focused technical support professional in Cleveland to diagnose and troubleshoot software issues for clients via phone, email or chat. You will document cases, escalate when needed, and stay current with product updates.

You will assist with system setup and integration, and collaborate with sales and customer experience teams. The role requires strong communication, problem-solving abilities, and experience in a SaaS or e-commerce environment.