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Technical Support Analyst

3 months ago

Vernon, British Columbia, Canada Epicor Full time

Application Support Consultant | Epicor

The Application Support Consultant is responsible for diagnosing, troubleshooting, and resolving technical and application-related software challenges primarily associated with our ERP software, mobile applications, and data management tools. The ideal candidate will possess prior experience in business applications and have a solid background in SQL scripting, data corrections, and stored procedures.

Key Responsibilities:
  1. Oversee the support ticketing system.
  2. Analyze incoming support requests, thoroughly document the reported issues, and collect the necessary information to either resolve or escalate the cases.
  3. Manage and track progress on assigned support tickets.
  4. Communicate updates to clients professionally and promptly via phone and email.
  5. Escalate critical and urgent issues to the Support Manager.
  6. Deliver functional application training to clients on Epicor products as needed.
  7. Troubleshoot and replicate software issues reported by clients and log tasks for development teams to address.
Qualifications:
  1. Minimum of 3 years of relevant experience with a proven track record.
  2. Post-secondary education in a related field and/or relevant industry experience is preferred.
  3. Familiarity with software business processes such as inventory control, production management, and procurement.
  4. Strong analytical and problem-solving abilities.
  5. Effective presentation skills and a demonstrated capacity to train others.
  6. Exceptional communication skills in English, both verbal and written.
  7. Outstanding customer service capabilities.
  8. Proficient time management skills.
  9. Able to handle multiple tasks and perform well under pressure.
  10. Strong work ethic with the ability to work independently or collaboratively.
  11. Experience with MS Office Suite (Outlook, Word, Excel), Remote Desktop, and VPNs.
  12. Proficient in SQL scripting, data correction, and understanding stored procedures.
  13. Knowledge of relational SQL databases.
  14. Familiarity with SQL Server Analysis Services is advantageous.
  15. Travel requirements are minimal, but candidates must possess a valid passport for potential travel.
Preferred Experience:
  1. Experience in a high-volume ERP software support environment with numerous clients and users.
  2. Experience with data warehousing and data cube technologies.
About Epicor

At Epicor, we understand that success is a collaborative effort. Each team member plays a vital role, and the partnerships we cultivate across the organization are essential to our clients' success and our growth.

We pride ourselves on teamwork, bringing diverse talents together to foster innovative solutions. We share knowledge generously and continuously learn from one another. Our achievements are a source of pride, yet we remain committed to challenging ourselves and supporting each other. Together, we envision a brighter future.

Regardless of your career path, we are dedicated to helping you find the right direction. Through our training programs, mentorship, and ongoing support, you will have the resources needed to excel. At Epicor, your success is intertwined with ours, and that success is crucial as we partner with the world's most essential businesses.

Commitment to Inclusion

Epicor is devoted to fostering a workplace and global community where inclusion is paramount. We encourage you to bring your authentic self to work. If you are interested in this or any role but feel your experience does not meet every qualification, we invite you to apply regardless.

We are an equal-opportunity employer.