Job
Description
What You’ll Do Oversee day-to-day operations of the customer support department, ensuring timely resolution of customer requests. Handle escalations and manage key accounts, acting as the primary point of contact for critical issues. Lead hiring, training, and upskilling efforts to maintain a high-performing support team. Conduct performance reviews, identify top talent, and create succession plans. Implement and refine support processes to improve customer satisfaction. Keep the team informed of product updates, procedural changes, and emerging trends. Collaborate closely with Subject Matter Experts (SMEs) to upskill the team in both technical and soft skills. Analyze support metrics, prepare detailed reports, and recommend improvements. 'Assess ongoing training needs to ensure the team has the necessary skills and deep product knowledge. Deliver performance evaluations and manage disciplinary processes as needed. Monitor service quality to ensure the team consistently meets or exceeds customer expectations. Conduct regular audits to verify process compliance and identify areas for improvement. Coordinate with Product Development, QA, Cloud Operations, and other departments to enhance customer experience. Ensure all client issues are fully resolved, with no outstanding concerns since the last interaction. What You’ll Need To Succeed Bachelor’s degree in computer science or equivalent. Minimum 5+ years of experience managing teams supporting international customers (preferably US) in application support. Strong understanding of support operations, including KPIs, CSAT surveys, and NPS. Proven ability to hire, train, and mentor teams for complex ERP product support. Ability to quickly grasp and master complex ERP product functionality. Experience collaborating with SMEs to upskill teams in technical and soft skills. Exceptional communication, interpersonal, and conflict resolution skills. Ability to multitask, prioritize, and remain impartial under pressure. Advanced proficiency in Reporting and Analysis through Excel. Experience with ServiceNow or a similar ticketing tool. Knowledge of SQL will be an added advantage. 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. Location : Bangalore Shift Timings : 5:30pm-2:30am IST / 6:30pm-3:30am IST #HYBRID 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
