Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions in the ERP application. 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.
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.
Works on the issues related to Purchasing, Inventory Management, LOT/Bin Management, Cycle Count, Physical Count, WMS.
Should work on the issues like Item Data, PO data, Inventory Mismatch, Data mismatch between WMS and ERP application.
Works on the issues related to Sales orders, Invoices, RMAs, Inventory Management, LOT/Bin Management, Sales History.
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.
What you will likely bring:
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Ability to effectively communicate both verbally and in writing
Customer experience skills including handling experienced users, irate users, and users who prefer different modes of communication including calls, emails
Knowledge of specific system application fundamentals and business processes and ability to learn a complex Distribution ERP Application through self-paced E Learning and Classroom Sessions as well
Strong problem solving and troubleshooting skills with excellent comprehension skills to ensure smooth processing of the case/call
Experience in a support environment with high call volumes and rotational shifts desired
SaaS or e-Commerce experience
What could set you apart:
3+ years applicable experience and demonstrated success/knowledge
Warehouse Management, Inventory Management, Distribution Industry knowledge/experience.
Shift timings: 5:30pm-2:30am / 8:30pm-5:30am IST
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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:
Vidya Vardhni
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