Application Support Analyst



IT, Customer Service
Melbourne, VIC, Australia
Posted on Tuesday, February 27, 2024

About the Role:

An Application Support Analyst at Epicor enjoys analyzing customer issues, both big and small. You’ll rapidly assess, diagnose, and troubleshoot application inquiries to solve customer challenges. As a member of our global support team, you will aim for excellence and efficient resolutions.

Your days will be filled with helping our customers identify and troubleshoot application support incidents via service ticket or e-mail. You’ll also design plans to help avoid problems in the first place. You’ll work to identify patterns in application issues and figure out ways to stop them in their tracks.

What You'll Do:

  • It’s all in the name. You’ll analyze customer inquiries to solve problems and develop plans to solve for large scale issue.
  • Maintain a steady influx of service tickets while prioritizing the most critical.
  • Act as liaison between end user and appropriate internal sources
  • Maintain, refine, and troubleshoot challenges with existing software to make sure it’s up to code (see what we did there?)
  • Provide feedback to our product team in order to continuously evolve our product suite.

What You'll Need to Succeed:

  • 1 - 5 years of experience in implementing and supporting solutions as well as driving change.
  • You are service obsessed with a proven track record of managing priorities in a complex support environment.
  • A self-starter mentality with a collaborative, team-player work ethic
  • You are analytical with an ability to absorb new technologies and features and think outside of the box.
  • ERP software experience (end user or experience working for a software vendor)
  • Industry experience with Aged-Care, Supply Chain/Manufacturing or Accounting
  • English proficiency, both oral and written