Description
Description & Requirements
Role Summary/Purpose:
This position will be based in our India Technology Center, located in Bangalore, India. Our support organization is focused on customer satisfaction and comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high-volume support center with expectations around excellence and efficient resolution for application support incidents. This position will be focused on incident management and resolution for distribution industry businesses located primarily in the Americas but expanding globally.
Skills:
Business College degree
• Limber and/or Manufacturing and/or distribution business process flow knowledge and experience
• Order Management
• Work Order
• Pricing
• Printing issues within ERP
• Warehousing and Logistics
• Job Management
• Inventory Management
• Shipping/Receiving
• Customer Management
• Knowledge on SQL would be an added advantage
• Excellent English verbal and written skills
Qualifications and Requirements:
• Proven ability to troubleshoot manufacturing/distribution concepts in a software package.
• Responsible for documenting the replication path of software issues and using knowledge base systems.
• Experience troubleshooting software issues via telephone and use of remote support access to provide a resolution to the end user.
• Track record in doing research and diagnosing customer's problem statement and using product knowledge to provide appropriate solution to customers
• Ability to follow a steep learning curve and willingness to invest time in continuous learning
• Proficiency with PC software applications, e-mail, and job-associated applications/systems to expediently process tasks
• Self-starter abilities are essential and the aptitude to work independently and in a team environment.
• Acts as a liaison between end user and appropriate internal resources.
• Attends on-going training sessions to ensure a higher level of technical and application knowledge.
• Performs other related work as assigned.
• Excellent interpersonal skills
• Fluent English, both oral and written
Essential Responsibilities:
Primary job function is to provide application support via phone/email/Web:
• Respond immediately to client calls/web tickets in a professional manner, providing appropriate solutions
• Ensuring Service Quality levels are maintained and adhered to
• Ensuring all issues are handled in a timely manner
• Reviewing outstanding issues, complete appropriate hand-off in conjunction with OLA/SLAs
• Providing excellent customer service while dealing with calls/tickets/incidents
• Meeting or Exceeding set targets month on month.
We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.
Location: Bangalore
Shift Timings: 5:30pm-2:30am / 8:30pm-5:30am IST
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.
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