Technical Application Specialist
3 weeks ago
Job Summary
The Technical Application Specialist will be responsible for diagnosing, troubleshooting, and debugging technical and application-related software issues received into the support team primarily for our LumberTrack ERP software, Android mobile apps, and Data Cubes.
Key Responsibilities
- Monitor the support queue to ensure timely resolution of issues.
- Investigate support cases received, document and understand the issue being reported, and gather necessary information to resolve or escalate.
- Manage and follow-up on assigned support cases to ensure customer satisfaction.
- Communicate clearly and professionally with customers regarding case updates and provide functional application training as required.
- Escalate P1 and urgent issues to the Support Manager.
- Troubleshoot and recreate software issues reported by customers and log tasks for software development to address.
Requirements
- 3+ years of 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, VPN's.
- SQL scripting, SQL data fixing, ability to breakdown stored procedures.
- Understanding of relational SQL databases.
- Knowledge of SQL server analysis services beneficial.
- Travel requirements are limited but the individual must have a valid passport and be able to travel between Canada and the United States.
Preferred Qualifications
- Experience in an ERP software support environment with high call volumes and large numbers of clients and users.
- Datawarehouse and Data cube experience.
About Epicor
Epicor is a global leader in business software solutions for manufacturing, distribution, and retail enterprises. We provide innovative solutions that help our customers succeed in today's fast-paced business environment.
Our Culture
We value collaboration, innovation, and customer satisfaction. Our team is passionate about delivering exceptional results and making a positive impact on our customers' businesses.
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