Epicor is looking to solve the business problem of providing impactful solutions by diagnosing, troubleshooting, repairing, and debugging software and network systems for their clients. They need to ensure client-server software applications are functioning correctly and to provide timely and accurate solutions to customer issues.
Requirements
- Ability to troubleshoot and resolve application issues.
- Knowledge of application fundamentals and business processes.
- Experience in a support environment with high ticket volume preferred.
- Follow procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
- Respond to situations where standard procedures have failed to isolate or correct system or software failures, using customer-centric interpersonal skills and product knowledge.
- Stay up to date with software updates and changes to provide timely and accurate solutions to customers.
- Monitor and respond to open tickets submitted through ServiceNow.
Responsibilities
- Diagnose, troubleshoot, repair, and debug software and network systems.
- Documenting and escalating issues as necessary.
- Confer with customers via phone, email, or chat to diagnose and troubleshoot issues, repair and test solutions, and fully document and escalate cases if necessary.
- Follow procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
- Respond to situations where standard procedures have failed to isolate or correct system or software failures, using customer-centric interpersonal skills and product knowledge.
- Stay up to date with software updates and changes to provide timely and accurate solutions to customers.
- Monitor and respond to open tickets submitted through ServiceNow.
Other
- Strong problem-solving abilities
- Excellent communication skills
- Proactive approach to customer support
- 3+ years of applicable experience and demonstrated success/knowledge.
- Industry knowledge and experience.
