Technical Application Associate

The Technical Application Associate provides post implementation application support to customers by guiding callers through problem resolution, managing open tickets, and escalating when appropriate. The Technical Application Associate actively listens to and enables end users with solutions to common problems. In addition, this position is responsible for call documentation and escalation as necessary.

What you will be doing:

• Addressing and documenting customer questions, problems, and errors. These are communicated via the customer by calls, emails, or they can enter a ticket thru our web-based customer portal.
• Reviewing and troubleshooting automated alerts received from the various customer servers. The fix may involve configuration changes on the server, communicating operator error with the customer, or assessing potential software design flaws or bugs with development.
• Be responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment.
• Work closely with other current personnel to continue our high level of customer satisfaction.
• Develop a strong functional knowledge of our applications and gain detailed understanding of the inner workings of the WMS application through training, testing, and working with other support staff and software developers.
• Undertake occasional travel to customer sites for the implementation of a new system.

What you will likely to bring:

• Have extensive hands-on Systems Administration experience
• Exceptional communication skills (written and oral)
• Experience working in the IT or Software industry
• Effective team leadership skills
• Excellent prioritization skills
• Attention to detail with a strong drive for success.

What could set you apart:

• Experience with web applications.
• Experience with SQL.
• Experience in a software support environment.

The Global Support Team

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We'd love to have you join us.

About Epicor

At Epicor we know that success comes from working together. Everyone has a role to play, and it's the essential partnerships across our company that are crucial to our customers' success and our growth as a business.

We're truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We're proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.

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.

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.