Technical Application Specialist - BisTrack

Company: Epicor
Location: Austin
Posted on: November 9, 2024

Job Description:

Transform your technical expertise into impactful solutions! As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software, network systems, and hardware. You will be responsible for documenting and escalating issues as necessary. We are seeking applicants with strong analytical skills, excellent communication abilities, and a passion for technology.What you will be doing:

• Investigate application support cases from BisTrack customers, fully document and understand the issues, and gather necessary information to resolve or escalate.
• Troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
• Liaise between support, development, quality assurance, and professional services teams as part of the larger customer support effort, presenting cases and justifications to Development.
• Understand customers' business process flows and explain how they relate to their use of the BisTrack application.
• Manage root cause analysis of errors in customers' business environments.
• Organize meetings and pull necessary resources into investigations as required, running point on cross-team initiatives and investigations.
• Manage and follow up on assigned support cases to create a remarkable experience for customers, clearly and professionally communicating case updates by phone and email.
• Travel to customer sites as required (Canada/US) and participate in Epicor's US-based user conferences.What you will likely bring:
  • 3+ years applicable experience and demonstrated success/knowledge.
  • Post-secondary education in a related discipline and/or industry knowledge/experience desirable.
  • Experience in a software support environment with high call volumes and large numbers of clients and users.
  • Detail-oriented and exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
  • Demonstrated capacity to thrive in a fast-paced, high-demand environment, often working under challenging deadlines, while providing first-rate customer service.
  • Presentation skills and a demonstrated ability to train others.
  • Analytical and troubleshooting skills.
  • Excellent communication skills - English verbal and written.What could set you apart:
    • Knowledge of Microsoft SQL, ERP applications or analytical tools.
    • Knowledge of financial, manufacturing, retail, or distribution business processes.
    • Database administration, installation, and configuration experience.
    • Knowledge of TCP/IP networks.#LI-MB1 #LI-HYBRIDAbout EpicorAt 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 StatementEpicor 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.Range:Minimum: 50,000.00 CAD Maximum: 110,000.00 CADThe salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.Recruiter:Mouy Bun

Keywords: Epicor, Georgetown , Technical Application Specialist - BisTrack, IT / Software / Systems , Austin, Texas