Description
Description & Requirements
Job Summary
The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary.
Duties & Responsibilities
• Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
• Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
• Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
• Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
• Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
• Addresses concerns brought up by other departments such as customer experience or sales
• Assists in mentoring other team members.
• Contributes and uses department's knowledge base articles and FAQ's
Knowledge, Skills & Abilities
• Ability to effectively communicate both verbally and in writing English and in Chinese (both Cantonese & Mandarin)
• Customer experience skills
• Knowledge of specific system application fundamentals and business processes
• Strong problem solving and troubleshooting skills
• Experience in a support environment with high call volumes desired
• SaaS or e-Commerce experience
Qualification
• 3+ years applicable experience and demonstrated success/knowledge.
• Industry knowledge/experience.
Extras
• Knowledge of Microsoft SQL, ERP applications or analytical tools is a plus
• Knowledge of financial, manufacturing, retail or distribution business processes
• Database administration, installation and configuration experience
• Business travel may be required
• Ability to work all available shifts - possibility of supporting weekends (by schedule) and public holidays (rotation basis)
The Global Support Team
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We'd love to have you join us.
About Epicor
At Epicor we know that success comes from working together. Everyone has a role to play, and it's the essential partnerships across our company that are crucial to our customers' success and our growth as a business.
We're truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We're proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.
Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that's who we're interested in. If you have interest in this or any role- but your experience doesn't match every qualification of the job description, that's okay- consider applying regardless.
We are an equal-opportunity employer.
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