Technical Application Specialist

1 month ago

Vernon, British Columbia, Canada Epicor Full time
Job Overview

Technical Application Specialist

Epicor is seeking a highly skilled Technical Application Specialist to join our Global Support team. As a Technical Application Specialist, you will be responsible for diagnosing, troubleshooting, and debugging technical and application-related software issues primarily for our LumberTrack ERP software, Android mobile apps, and Data Cubes.

Key Responsibilities
  • Monitor the support queue and investigate support cases received, fully documenting and understanding the issue being reported, and gathering the necessary information to either resolve or escalate.
  • Manage and follow-up on assigned support cases, clearly and professionally communicating case updates to customers in a timely manner.
  • Escalate P1 and urgent issues to the Support Manager.
  • Provide functional application training to customers on Epicor products as required.
  • Troubleshoot and recreate software issues reported by customers and log tasks for software development to address.
Requirements
  • 3+ years applicable experience and demonstrated success/knowledge.
  • Post-secondary education in a related discipline and/or industry knowledge/experience desirable.
  • Experience and working knowledge of software business processes such as inventory management, production processing, and purchasing management.
  • Analytical and troubleshooting skills.
  • Presentation skills and a demonstrated ability to train others.
  • Excellent communication skills – English verbal and written.
  • Excellent customer service skills.
  • Good time management.
  • Ability to multi-task and work well under pressure.
  • Good work ethic and ability to work alone or in a group setting.
  • Experience with MS Office (Outlook, Word, Excel), Remote Desktop Connections, VPNs.
  • Windows administration, including device troubleshooting (e.g. printers).
  • Experience with SQL server administration and database operations (e.g. queries, backup, restore, SQL jobs).
  • SQL scripting, SQL data fixing, ability to breakdown stored procedures.
  • Understanding of relational SQL databases.
  • Experience with PowerShell and windows batch file scripting, and scheduled tasks.
  • Travel requirements are limited but the individual must have a valid passport and be able to travel between Canada and the United States.
What Sets You Apart
  • Experience in an ERP software support environment with high call volumes and large numbers of clients and users.
  • Data warehouse and Data cube experience.

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