The Technical Support Specialist, Sr is focused on resolving highly complex technical issues across software platforms and integrated systems while providing expert-level guidance and mentorship. The role relies on advanced diagnostic skills, in-depth product knowledge, and the ability to work independently to support critical customer concerns.

What you will be doing:

• Resolve escalated technical issues with minimal supervision, communicating directly with customers via phone, email, or chat using expert product knowledge and strong interpersonal skills.

• Troubleshoot advanced client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.

• Stay up to date with software updates and system changes to ensure accurate and timely resolutions.

• Address and resolve customer concerns related to installation, operation, maintenance, or software compatibility.

• Conduct in-depth performance or functionality tests to support issue resolution.

• Develop and apply techniques to gather, track, and triage technical issues, validating them and routing appropriately.

• Identify trends or patterns across case descriptions to proactively anticipate and prevent future problems.

• Recommend and implement process or strategy improvements within the support organization.

• Contribute to and utilize the department's knowledge base and FAQs.

• Coach and mentor other support team members to ensure consistent and high-quality service delivery.

• Specialize in key product areas, including integrations with third-party software packages.

What you will likely bring:

• Strong attention to detail with excellent analytical and problem-solving skills

• Ability to effectively communicate in both written and verbal formats

• Strong technical troubleshooting abilities across a range of system applications

• Excellent customer orientation and ability to mentor others

• Comfortable working independently and collaboratively in a high-volume, fast-paced support environment

What could set you apart:

• 5+ years of applicable experience in a technical support or product specialist role

• 2+ years of specialized experience in SaaS, e-Commerce, or ERP environments

• Demonstrated success in recognizing patterns and contributing to long-term support strategies

• Bachelor’s degree or equivalent professional experience

• Familiarity with Microsoft SQL, web infrastructure, and client-server architecture

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: