What are the responsibilities and job description for the Software Support Specialist | Last Mile position at Epicor?
Transform customer support into a seamless experience! As a Software Support Specialist, you will provide real-time support to our current customer base, troubleshooting, diagnosing, and resolving any issues or bugs that arise. You will be responsible for escalating issues as necessary and performing demos of new features to customers. We are seeking applicants with excellent verbal communication skills, strong problem-solving abilities, and a willingness to learn and explore new technologies.
What you will be doing:
- Interacts with customers via phone, email, and chat to help diagnose and resolve any issues, or questions, they have.
- The support specialist will also proactively follow up with customers that have open items that still need to be resolved.
- Stays up to date on new features, and products, as the solution evolves and communicates those updates to customers when asked.
- The support specialist will also be required to do internal testing and troubleshooting of new features to make sure they are release ready.
- They will also be tasked with researching client usage and following up with existing clients to ensure the software is being used optimally.
- There will also be a requirement to learn, and follow, all procedures as it relates to technical items that help support the customer experience.
- Provides after hours support on a rotational, and scheduled basis.
What you will likely bring:
- 3 years applicable experience and demonstrated success/knowledge in supporting software.
- Industry knowledge/experience.
- Customer experience skills.
- Knowledge of specific system application fundamentals and business processes.
- Ability to effectively communicate both verbally and in writing.
- Strong problem solving and troubleshooting skills.
- Experience in a support environment with high call volumes desired.
What could set you apart:
- A fast learner and self starter with an affinity toward identifying and honing in on a problem quickly.
- An ability to work with a diverse group of people with differing attributes who continually strive for excellence.
- A continual learner who enjoys bringing new ideas to help improve the software.
- Someone who enjoys being part of a culture that can embrace the notion that work can be fun and engaging.
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About Epicor
At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We're Proactive, Proud, Partners.
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.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
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.
Recruiter:
Mouy Bun
