Technical Solutions & Support 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

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.