The Job:
Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:
What you will be doing:
- Respond to client calls in a professional manner, providing appropriate solutions and advice
- Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
- Ensuring Service Quality levels are maintained and adhered to
- Ensuring all issues are handled in a timely manner
- Reviewing outstanding issues, ensuring clients are kept informed of progress
- Attending relevant Epicor product training courses, in-line with our internal certification scheme
What you will likely bring:
- Excellent verbal communication skills
- Service-oriented with ability to prioritize tasks in a stressful environment
- Strong skills for analysis, troubleshooting and problem-solving.
- Ability to work independently with minimal supervision
- Willingness to learn and explore new technologies
Qualifications:
- Fluent (written and spoken)in English.
- Degree in Finance/Accounting, IT/Systems, Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering)
- Demonstrated expertise in meeting business needs with technology solutions.
- ERP knowledge highly advantageous.
- Minimum of three years related experience (preferred but not essential).
- Customer service experience will be valued.
Manufacturing/Supply Chain:
- Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
- Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.
- Customer service experience will be valued.
Accounting/Finance:
- AR, AP and General Ledger
- Inventory/Work In Process
- Financial Reporting/Statements
- General Ledger account reconciliation
- Job Costing, fix Assets and multi-company consolidations
Technical:
- IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment)
- Management Microsoft operating systems
- IT Knowledge
- Database administration
- Knowledge of Programming in SQL
- Basic Knowledge in networking and telecom
- Knowledge of database coding process