Description

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

Key Skills
Education

Any Graduate

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