Technical Application Specialist

2 weeks ago

Vernon, British Columbia, Canada Epicor Full time

Job Summary

The Technical Application Specialist - ERP Support 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, fully document and understand the issue being reported, and gather necessary information to either resolve or escalate.
  • Manage and follow-up on assigned support cases to ensure customer satisfaction.
  • Clearly and professionally communicate 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 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.
  • Analytical and troubleshooting skills.
  • 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, retail, and services organizations. Our mission is to help our customers achieve their business goals by providing innovative, flexible, and scalable solutions that meet their unique needs.

Our Culture

We value diversity, inclusion, and collaboration at Epicor. Our team is passionate about delivering exceptional customer service and creating a positive work environment that fosters growth and development. If you're a motivated and talented individual who is looking for a challenging and rewarding career opportunity, we encourage you to apply.

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