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ERP Software Support Expert
2 months 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 diversity, inclusion, and collaboration at Epicor. Our team is passionate about delivering exceptional customer service and transforming the way we interact with our customers. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.
