Technical Application Specialist | LumberTrack

The Technical Application Specialist diagnoses, troubleshoots, and debugs technical and application related software issues received into the support team primarily for our LumberTrack ERP software, Android mobile apps, and Data Cubes. The ideal candidate will have prior business application experience and will have worked a few years with SQL scripting, data fixes and stored procedures.

What you will be doing:

• To monitor the support queue.
• To investigate support cases received, to fully document and understand the issue being reported and gather the necessary information to either resolve or escalate.
• To manage and follow-up on assigned support cases.
• To clearly and professionally communicate (by phone and email) case updates to customers in a timely manner.
• To escalate P1 and urgent issues to Support Manager.
• To provide functional application training to customers on Epicor products as required.
• To troubleshoot and recreate software issues reported by customers and log tasks for software development to address.

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.
• Experience and working knowledge of software business processes such as inventory management, production processing and purchasing management.
• Analytical and troubleshooting skills.
• Presentation skills and a demonstrated ability to train others.
• Excellent communication skills – English verbal and written.
• Excellent customer service skills.
• Good time management.
• Ability to multi-task and work well under pressure.
• Good work ethic and ability to work alone or in a group setting.
• Analytical and troubleshooting skills.
• Experience with MS Office (Outlook, Word, Excel), Remote Desktop Connections, VPN’s.
• SQL scripting, SQL data fixing, ability to breakdown stored procedures.
• Understanding of relational SQL databases.
• Knowledge of SQL server analysis services beneficial.
• Travel requirements are limited but the individual must have a valid passport and be able to travel between Canada and the United States.

What could set you apart:

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

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.