Senior Technical Application Specialist | Epicor CMS

Epicor is a global company, employing more than 4,600 people with offices in 34 countries including the U.S., U.K., UAE, Australia, Canada, Mexico and China. As of 2024, Epicor has more than 23,000 customers in 150 countries with more than 2.3M users daily. Epicor is an acknowledged leader in the industrial end markets it serves, including manufacturing, distribution, retail and services categories.

We are excited to announce an opportunity for a Senior Technical Application Specialist to join our team. Our support organization is focused on superior customer satisfaction and is comprised of highly skilled and highly self-motivated analysts. As a key player in Epicor’s organization, you will face interesting challenges and have the chance to make a significant impact. This position will be focused on case management and resolution for the automotive manufacturing industry located primarily in the Americas, and expanding globally. Candidates will be required to respond to customer calls and web portal cases, apply strong technical, communication skills and advanced business knowledge to diagnose and troubleshoot technical issues, and deliver timely responses with effective and error-free resolutions in a professional manner.

What you will be doing:

• Engage with CMS Software Support Teams and other departments to troubleshoot and resolve application issues and implement fixes/projects.
• Promptly answer incoming support calls and Web Tickets from CMS Customers.
• Independently analyze, diagnose, troubleshoot and correct problems reported by customers and offer error-free resolutions.
• Enter complete reports on customer cases relating to problems and issues into Epicor’s Support Service platform, including all relevant information necessary to resolve and close a case in a timely manner.
• Perform follow-up calls to CMS customers after a case has been successfully resolved and closed, to ensure complete customer satisfaction.
• Work on multiple projects with minimal supervision and within multiple time constraints
• Perform ongoing self-education of CMS products, services and application updates to maintain and improve job knowledge and proficiency.
• Provide support to other team members as required to help expedite a resolution
• Exchange knowledge with colleagues through means such as formal training and peer-to-peer interaction
• Prepare project/timelines for project reviews with leadership.
• Resolve customer concerns during installation, operation, maintenance, or compatibility matters.
• Conduct specific performance or functional tests to resolve issues.
• Develop processes and techniques to gather, track, and triage issues, assess their validity, and route them to the appropriate team.
• Recommend process and strategy improvements proactively and work with team members to obtain solutions.
• Contribute to and use the department's knowledge base articles and FAQs.
• Coach and mentor other team members, ensuring consistency and high standards for customer service.
• Specialize in key areas of the software, including specific third-party software packages.

What you will likely bring:

• Epicor CMS software experience.
• 5+ years of applicable experience and demonstrated success/knowledge.
• 2+ years of specialized/industry experience.
• Bachelor’s degree (or equivalent experience).
• Ability to learn new technologies and industries quickly.
• Attention to detail.
• Mentorship skills.
• Effective verbal and written communication skills in English and strong people skills.
• Strong knowledge of specific system application fundamentals and business processes.
• Strong problem-solving skills and business processes.
• Strong troubleshooting and technical skills.
• Ability to be organized, handle multiple projects and prioritize tasks as directed.
• Ability to take responsibility and work under minimal supervision.
• Experience in a Customer support environment with high call volumes desired.
• Strong orientation towards providing excellent, “initial contact” customer service and follow up service.

What could set you apart:

• Epicor CMS ERP experience.
• EDI experience.

#LI-MB1 #LI-REMOTE

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,