Technical Application Specialist

As a Technical Application Specialist, you will diagnose, troubleshoot, and debug technical and application-related software issues received by the support team, primarily for our ERP software, Android mobile apps, and Data Cubes. You have prior business application experience and have worked for a few years with SQL scripting, data fixes, and stored procedures.

What you will be doing:

• Monitor the support queue.

• Investigate support cases, fully document and understand the issues, and gather necessary information to resolve or escalate.

• Manage and follow up on assigned support cases.

• Clearly and professionally communicate case updates to customers by phone and email in a timely manner.

• Escalate P1 and urgent issues to the Support Manager.

• Provide functional application training to customers on Epicor products as required.

• Troubleshoot and recreate software issues reported by customers, and log tasks for software development to address.

What you will likely bring:

• Post-secondary education in a related discipline or industry knowledge/experience.

• Experience with software business processes (inventory management, production processing, purchasing management).

• Strong analytical, troubleshooting, and presentation skills.

• Excellent communication skills (English verbal and written) and customer service skills.

• Proficiency with MS Office, Remote Desktop Connections, VPNs, and SQL (scripting, data fixing, stored procedures).

• Knowledge of Microsoft SQL, Crystal Reports, and/or SRS Reports.

• Ability to multi-task, manage time effectively, and work well under pressure, both independently and in a team setting.

What could set you apart:

• Experience in an ERP software support environment with high call volumes and large numbers of clients and users.

• Data warehouse and Data Cube experience.

• Experience with a wide variety of technologies including Crystal Reports, Microsoft SQL and SRS Reports

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