Technical Application Specialist (ERP Support)

Job Description

What you ll do: Troubleshoot application related issues and resolve them for the customer. All cases are worked on proactively and the average days to resolve metrics are consistently met. Monitor the ServiceNow queue, assign and work on cases as they come in adhering to the service levels. Create knowledge base articles and videos as needed to enable customers to resolve common issues by themselves. From time to time, train, and mentor junior resources Ensure CSAT targets are met, and escalations actioned on a timely basis. What you ll need to succeed: Primary job function is to provide ERP application support via phone/email/Web: Bachelor s degree (or equivalent experience) Proven experience as a customer support specialist, preferably within a similar environment Experience troubleshooting issues via telephone and use of remote support access to provide a resolution to the end user. Replicating errors and documenting the steps for replication as needed Essential self-starter qualities and the ability to work autonomously or collaboratively within a Liaison between end user and appropriate internal resources. Domain knowledge in Manufacturing and/or distribution will be beneficial. Experience in anyone from OMS / Inventory Management / WMS / PM will be beneficial. MS Office 365 and Teams prior knowledge necessary Working knowledge of ServiceNow advantageous. If not ServiceNow, experience with another ticketing tool necessary. 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 #LI-VV1 #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