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Senior Technical Application Specialist

Company: Epicor Software Corporation
Location: Austin
Posted on: June 9, 2021

Job Description:

Senior Technical Application Specialist

About Us:

We're here for the hard-working businesses that keep the world turning. They're the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs and built to respond flexibly to their fast-changing reality. We accelerate every customers' ambitions, whether to grow and transform, or simply become more productive and effective. That's what makes us the essential partners for the world's most essential businesses.

About the Role:

The Technical Application Specialist, Sr is responsible for trouble shooting, diagnosing, and repairing diverse issues combining strong technical, communication skills and advanced business knowledge. Proactively recommends process improvements.

What You'll Do:

  • Responsible for solutioning escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge.
  • Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
  • Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
  • Resolves customer concerns raised during installation, operation, maintenance, or compatibility matters.
  • Conducts specific performance or functional tests associated with resolving issues.
  • Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
  • Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
  • Proactively recommends process and strategy improvements and works with other team members to obtain solutions
  • Contributes and uses department's knowledge base articles and FAQ's.
  • Coaches and mentors other team members ensuring consistency and high standards for customer service.
  • Specializes in key areas of the software including specific third-party software packages.

What You Need to Succeed:

  • 5+ years' experience supporting POS software (Purchasing, Inventory, Logistics, Counter sales, etc.)
  • 3+ years supporting enterprise level software (Supporting Client / Server software)
  • Experienced in supporting Retail Accounting methodology
  • Working Knowledge of Network Protocols, Network Services, Hardware, Applications (Windows/Linux Based), XML, HTML, etc.
  • Working Knowledge of Linux command usage

Additional Skills That Could Set You Apart:

  • Programming Experience for POS / Mainframe systems (COBOL Language)
  • Implementation experience for POS systems
  • Experience with Automotive Aftermarket (Catalog, Cores, etc.)
  • Experience supporting basic Windows Networking and Printers
  • Experience supporting eCommerce Solutions (Business to Business or Business to Consumer)
  • SaaS or e-Commerce experience

Why You Should Click Apply:

With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will haveall new opportunitiesfor internal mobility,to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicorhere.

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Keywords: Epicor Software Corporation, Austin , Senior Technical Application Specialist, Other , Austin, Texas

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