Job Description
What you will be doing:
Investigate and resolve application support cases reported by BisTrack customers, ensuring complete documentation and clear understanding of the issue.
Troubleshoot client–server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
Respond to complex situations where standard troubleshooting procedures are insufficient by applying strong technical knowledge and customer-centric communication skills.
Stay current with software updates, new features, and system changes to provide accurate and timely support.
Liaise between support, development, quality assurance and professional services teams as part of the larger customer support effort. Present cases/justifications/replications to Development.
Manage assigned support cases end-to-end, providing timely follow-up and clear communication via phone and email.
Ensure all interactions meet or exceed service level agreements (SLAs) and KPIs.
Conduct root cause analysis of recurring issues within customer environments.
Assist customers with system setup, configuration, and use of programming or integration tools that enable product customization or extension.
Mentor and support other team members to improve overall technical expertise and service delivery.
Contribute to knowledge base documentation, including replication paths and issue resolutions.
What you will likely bring:
Knowledge of supply chain management (SCM) concepts.
Knowledge of Manufacturing, Retail or Distribution business processes.
Strong understanding of ERP modules, particularly in:
Order Management (Q2C – Quote to Cash)
Purchasing (P2P – Procure to Pay)
Warehouse/Inventory Management
Proficiency in troubleshooting ERP application or similar software packages.
Experience in a software support environment with high call volumes and large numbers of clients and users.
Excellent verbal and written communication skills in English. Strong customer experience and interpersonal skills.
Exceptional problem-solving and analytical abilities.
Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
Ability to work independently as well as collaboratively within a team.
What will set you apart:
Bachelor’s degree (or equivalent experience) 3+ years applicable experience and demonstrated success/knowledge Industry knowledge / experience
Work experience in manufacturing, retail, or distribution business processes Knowledge of Microsoft SQL, ERP applications or analytical tools
Shift timings: 4:30 PM IST – 1:30 AM IST. Open to US / Canada shifts.
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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