Technical Application Associate (Voice Support)

This position will be based in our India Technology Center, located in Bangalore, India. Our support organization is focused on customer satisfaction and is comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high-volume support center with expectations around excellence and efficient resolution for application support incidents. This position will be focused on incident management and resolution for retail industry businesses located primarily in the Americas but expanding globally.

What you will do:

The primary job function is to provide application support via phone/email/Web:

Respond immediately to client calls professionally, providing appropriate solutions.

Ensuring all issues are handled promptly.

Troubleshoot and resolve related issues.

Maintain a high level of customer satisfaction.

Stay up to date on the latest ERP system features and updates.

Reviewing outstanding issues, completing appropriate hand-off in conjunction with OLA/SLAs

Providing excellent customer service while dealing with calls

Document and track all support tickets.

Meeting or Exceeding set targets month on month

What you ll need to succeed:

Proven ability to troubleshoot Retail / Supply-chain concepts in a software package.

Responsible for documenting the replication path of software issues and using knowledge-base systems.

Experience troubleshooting software issues via telephone and use of remote support access to provide a resolution to the end user.

Proficiency with PC software applications, e-mail, and job-associated applications/systems to expediently process tasks.

Self-starter abilities are essential and the aptitude to work independently and, in a team environment.

Acts as a liaison between end users and appropriate internal resources

Attends ongoing training sessions to ensure a higher level of technical and application knowledge.

Performs other related work as assigned.

Excellent interpersonal skills

Fluent in English, both oral and written.

Must have:

1 to 3 years of experience in:

Business College degree

Customer Management

Voice process experience

Excellent English verbal and written skills

Good to have:

Retail / Supply-chain business process flow knowledge and experience

Order Management

Job Management

Inventory Management

Shipping/Receiving

#LI-VV1 #Hybrid

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.

Recruiter: