Technical Application Specialist

EPIND Epicor India; Cleveland (OH); On-site; USD 42,000 - 64,000; 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 hiring for a customer-focused technical support role in the United States. You will diagnose and resolve software and system issues, including SQL and web server components, via phone, email, or chat, and document all steps taken.

The role emphasizes quick issue resolution, escalation when needed, and collaboration with other departments. Mentoring peers and contributing to knowledge bases are also part of the responsibilities.

Qualifications

• 3+ years applicable experience in technical support or related field.
• Demonstrated knowledge of industry practices and processes.
• Experience handling high call volumes in a support environment.

Responsibilities

• Diagnose technical and system problems via phone, email or chat.
• Document issues fully and escalate as needed.
• Troubleshoot client-server software issues involving SQL, web servers and devices.
• Respond to situations where standard procedures fail with customer-focused solutions.
• Stay up-to-date with software updates to provide accurate solutions.
• Assist with system setup, configuration, and integration tools as needed.
• Collaborate with other departments and mentor team members.

Skills

Verbal & written communication

Customer experience

System fundamentals

Troubleshooting

SaaS / e-Commerce experience

Job description

Duties & 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.
• Assists in mentoring other team members.
• Contributes and uses department's knowledge base articles and FAQ's.

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.

Qualifications

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

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. We’re Proactive, Proud, Partners. 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.

Competitive Pay & Benefits

• 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.