Technical Application Specialist

Technical Application Specialist | BisTrack 

The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary.

What you will be doing:

• To investigate application support cases received from BisTrack customers. To fully document and understand the issue being reported and gather the necessary information to either resolve or escalate.
• To 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. Present cases/justifications/replications to Development.
• Understand our customers’ business process flow and explain how that relates to their use of the BisTrack application.
• Manage root cause analysis of errors occurring in our customers’ business environments.
• Organize meetings and pull necessary resources into investigations as required. Run point on cross-team initiatives and investigations.
• Manage and follow up on assigned support cases and to create a remarkable experience for our customers.
• Clearly and professionally communicate (by phone and email) case updates to customers in a timely manner.
• Assist in mentoring other team members.
• Travel to customer sites as required (Canada/US) and be able to 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.
• Industry knowledge / experience 
• Experience in a software support environment with high call volumes and large numbers of clients and users.
• Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
• Detail-oriented and have a passion for business and technology.
• Knowledge of specific system application fundamentals and business processes.
• Be comfortable in Microsoft Windows environments and have experience with Microsoft Office products.
• Experience with a wide variety of technologies including EDI, payment terminals, web application support, Microsoft SQL and modern server infrastructure.
• 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.
• Business travel may be required.