Technical Application Specialist

Role Summary/Purpose: 

The Technical Application Specialist diagnoses, troubleshoots, and documents core software and data issues. This role also creates customer-facing knowledge documentation. You will be part of a group of specialists that provide support coverage primarily during US business hours. This role is a hybrid position and requires you to be at the office at least 3 times a week.

What you’ll do: 

• Direct interaction with customers, assisting with the support and troubleshooting of e-commerce websites. 

• Communicate with customers via phone, email, or case. 

• Document calls with screenshots and detailed notes of what happened while on the call. 

• Diagnose technical and/or software configuration issues. 

• Troubleshoot and test solutions. Fully documents and escalates if necessary. 

• Follows procedures to troubleshoot client-server software application issues. 

• Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers. 

• Creates customer-facing and internal knowledge documents.

What you’ll need to succeed: 

• Bachelor’s degree (or equivalent experience) 

• Knowledge of MS-SQL, HTML Language, CSS, SQL Server Management Studio. 

• Ability to create and run SQL queries. 

• Basic understanding of the APIs 

• Microsoft Products, Microsoft administration, Microsoft IIS and SQL Server, including database maintenance. 

• We will highly value additional technical knowledge of network environments and/or multiple operating systems 

• Understanding and adhering to escalation paths so that issues are resolved in conjunction with outlined SLAs. 

• Ability to effectively communicate both verbally and in writing. 

• Strong problem-solving and troubleshooting skills. 

• Experience in a support environment. 

• 2+ years of applicable experience and demonstrated success/knowledge. 

• Any B.E. degree or a Masters / Bachelors in CS if non-engineering 

Good to have skills: 

• ERP application knowledge 

• MS- IIS 

• JavaScript 

• Basic understanding of Database Backup/Restore 

• FTP, SMTP 

• Understanding on DTS

We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us. 

Shift Timings: 5:30pm - 2:30am IST