Technical Application Specialist (ERP Support)

What you ll do:

Troubleshoot application related issues and resolve them for the customer.

All cases are worked on proactively and the average days to resolve metrics are consistently met.

Monitor the ServiceNow queue, assign and work on cases as they come in adhering to the service levels.

Create knowledge base articles and videos as needed to enable customers to resolve common issues by themselves.

From time to time, train, and mentor junior resources

Ensure CSAT targets are met, and escalations actioned on a timely basis.

What you ll need to succeed:

Primary job function is to provide ERP application support via phone/email/Web:

Bachelor s degree (or equivalent experience) Proven experience as a customer support specialist, preferably within a similar environment

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

Replicating errors and documenting the steps for replication as needed

Essential self-starter qualities and the ability to work autonomously or collaboratively within a

Liaison between end user and appropriate internal resources.

Domain knowledge in Manufacturing and/or distribution will be beneficial.

Experience in anyone from OMS / Inventory Management / WMS / PM will be beneficial.

MS Office 365 and Teams prior knowledge necessary

Working knowledge of ServiceNow advantageous. If not ServiceNow, experience with another ticketing tool necessary.

We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.

Location: Bangalore

Shift Timings: 5:30pm-2:30am IST

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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.

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