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BI Technical Application Specialist | BisTrack

The BI Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary.

What you will be doing:

• To investigate application support cases received from BisTrack customers. To fully document and understand the issue being reported and gather the necessary information to either resolve or escalate.
• To troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
• Liaise between support, development, quality assurance and professional services teams as part of the larger customer support effort. Present cases/justifications/replications to Development.
• Understand our customers’ business process flow and explain how that relates to their use of the BisTrack application.
• Manage root cause analysis of errors occurring in our customers’ business environments.
• Organize meetings and pull necessary resources into investigations as required. Run point on cross-team initiatives and investigations.
• Manage and follow up on assigned support cases and to create a remarkable experience for our customers.
• Clearly and professionally communicate (by phone and email) case updates to customers in a timely manner.
• Assist in mentoring other team members.
• Travel to customer sites as required (Canada/US) and be able to participate in Epicor’s US-based user conferences.

What you will likely bring:

• 3+ years applicable experience and demonstrated success/knowledge.
• Post-secondary education in a related discipline and/or industry knowledge/experience desirable.
• Industry knowledge / experience
• Experience in a software support environment with high call volumes and large numbers of clients and users.
• Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
• Detail-oriented and have a passion for business and technology.
• Knowledge of specific system application fundamentals and business processes.
• Be comfortable in Microsoft Windows environments and have experience with Microsoft Office products.
• Experience with a wide variety of technologies including EDI, payment terminals, web application support, Microsoft SQL and modern server infrastructure.
• Demonstrated capacity to thrive in a fast-paced, high-demand environment, often working under challenging deadlines, while providing first-rate customer service.
• Presentation skills and a demonstrated ability to train others.
• Analytical and troubleshooting skills.
• Excellent communication skills – English verbal and written.

What could set you apart:

• Knowledge of Microsoft SQL, Crystal Reports, ERP applications or analytical tools.
• Knowledge of financial, manufacturing, retail, or distribution business processes.
• Database administration, installation, and configuration experience.
• Knowledge of TCP/IP networks.
• Business travel may be required.

The Global Support Team

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

About Epicor

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.

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.

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.