Technical Solutions Specialist

Grow; Cleveland (OH); On-site; USD 48,000 - 70,000; 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 in Cleveland, OH is seeking a technical support specialist to diagnose and resolve software and system issues via phone, email or chat. You will thoroughly document steps and escalate when needed, aiming for first‑time resolution and a positive customer experience.

Responsibilities include troubleshooting across SQL, web servers, and devices, assisting with system setup and integration tools, mentoring teammates, and contributing to the knowledge base.

Qualifications

• 3+ years of relevant experience in technical support.
• Ability to diagnose and resolve customer issues by phone, email or chat.
• Familiarity with SaaS or e‑commerce environments.
• Strong documentation and escalation skills.

Responsibilities

• Diagnose technical and system problems via phone, email, or chat and test solutions.
• Troubleshoot client-server software issues including SQL, web servers, payment terminals, printers, and mobile devices.
• Escalate when necessary and clearly document resolutions.
• Stay up-to-date with software updates and changes.
• Assist with system setup and configuration of tools for integration.
• Collaborate with other departments like customer experience and sales.
• Mentor other team members.
• Contribute to and use the department knowledge base and FAQs.

Skills

Communication

Customer experience

System knowledge

Troubleshooting

High Call Volume

SaaS / eCommerce

Education

3+ years experience and knowledge

Industry knowledge/experience

Job description

Epicor in Cleveland, OH is seeking a technical support specialist to diagnose and resolve software and system issues via phone, email or chat. You will thoroughly document steps and escalate when needed, aiming for first‑time resolution and a positive customer experience.

Responsibilities include troubleshooting across SQL, web servers, and devices, assisting with system setup and integration tools, mentoring teammates, and contributing to the knowledge base.