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Monterrey, Nuevo León, México
Hybrid
Duties & Responsibilities
Responsible for solutioning escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge.
Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Resolves customer concerns raised during installation, operation, maintenance or compatibility matters.
Conducts specific performance or functional tests associated with resolving issues.
Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
Proactively recommends process and strategy improvements and works with other team members to obtain solutions.
Contributes and uses department's knowledge base articles and FAQ's.
Coaches and mentors other team members ensuring consistency and high standards for customer service.
Specializes in key areas of the software including specific third party software packages.
Knowledge, Skills & Abilities
Ability to learn new technologies and industries quickly
Attention to detail
Mentorship skills
Ability to effectively communicate both verbally and in writing
Strong knowledge of specific system application fundamentals and business processes
Strong problem solving skills and business processes
Strong troubleshooting and technical skills
Experience in a support environment with high call volumes desired
SaaS or e-Commerce experience
Qualifications
5+ years applicable experience and demonstrated success/knowledge
2+ years of specialized/industry experience
Bachelor’s degree (or equivalent experience)
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
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.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
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.
Recruiter:
Antonio Ibarra Bustillos