The Job:

Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:

What you will be doing:

• Respond to client calls in a professional manner, providing appropriate solutions and advice
• Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
• Ensuring Service Quality levels are maintained and adhered to
• Ensuring all issues are handled in a timely manner
• Reviewing outstanding issues, ensuring clients are kept informed of progress
• Attending relevant Epicor product training courses, in-line with our internal certification scheme

What you will likely bring:

• Excellent verbal communication skills
• Service-oriented with ability to prioritize tasks in a stressful environment
• Strong skills for analysis, troubleshooting and problem-solving.
• Ability to work independently with minimal supervision
• Willingness to learn and explore new technologies

Qualifications:

• Fluent (written and spoken)in English.
• Degree in Finance/Accounting, IT/Systems, Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering)
• Demonstrated expertise in meeting business needs with technology solutions.
• ERP knowledge highly advantageous.
• Minimum of three years related experience (preferred but not essential).
• Customer service experience will be valued.

Manufacturing/Supply Chain:

• Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
• Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.
• Customer service experience will be valued.

Accounting/Finance:

• AR, AP and General Ledger
• Inventory/Work In Process
• Financial Reporting/Statements
• General Ledger account reconciliation
• Job Costing, fix Assets and multi-company consolidations

Technical:

• IT production environments (maintenance, adjustments in configurations and risks in the customer's production environment)
• Management Microsoft operating systems
• IT Knowledge
• Database administration
• Knowledge of Programming in SQL
• Basic Knowledge in networking and telecom
• Knowledge of database coding process