Software Application Associate | P21

Transform customer support into seamless solutions! As a Technical Application Associate, you will provide post-implementation application support to customers by guiding callers through problem resolution, managing open tickets, and escalating when appropriate. You will be responsible for call documentation and escalation as necessary. We are seeking applicants with strong problem-solving skills, exceptional communication abilities, and a proactive approach to customer service.

What you will be doing:

• Addressing and documenting customer questions, problems, and errors. These are communicated via the customer by calls, emails, or they can enter a ticket thru our web-based customer portal.
• Reviewing and troubleshooting automated alerts received from the various customer servers. The fix may involve configuration changes on the server, communicating operator error with the customer, or assessing potential software design flaws or bugs with development. 
• Be responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. They need to be detail-oriented, organized, and be able to manage time effectively in our challenging environment.
• Work closely with other current personnel to continue our high level of customer satisfaction.
• Develop a strong functional knowledge of our applications and gain detailed understanding of the inner workings of the WMS application through training, testing, and working with other support staff and software developers.
• Undertake occasional travel to customer sites for the implementation of a new system.

What you will likely to bring:

• 1+ years applicable experience and demonstrated success/knowledge.
• Industry knowledge/experience.
• Exceptional communication skills (written and oral).
• Knowledge of Microsoft SQL fundamentals.
• Excellent prioritization skills.
• Attention to detail with a strong drive for success.

What could set you apart:

• Experience with web applications.
• Experience with SQL.
• Experience in a software support environment.
• Knowledge of financial, manufacturing, retail or distribution business processes.

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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: <