As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software, network systems, and hardware. You will document and escalate issues as necessary. We are seeking applicants with strong problem-solving skills, customer-centric attitudes, and the ability to communicate effectively in both English and Chinese (Cantonese & Mandarin).

What you will be doing:

• Confer with customers via phone, email, or chat to diagnose technical/system problems, troubleshoot, repair, and test solutions, fully documenting and escalating if necessary.

• Follow procedures to troubleshoot client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.

• Respond to situations where standard procedures have failed to isolate or correct system/software failures using customer-centric interpersonal skills and technical product knowledge.

• Stay up-to-date with software updates/changes to provide timely and accurate solutions to customers.

• Assist with system setup, configuration, and use of programming and integration tools/techniques for product customization, extension, and integration.

• Address concerns from other departments such as customer experience or sales.

• Contribute to and use the department’s knowledge base articles and FAQs.

What you will likely bring:

• 3+ years applicable experience and demonstrated success/knowledge.

• Ability to effectively communicate both verbally and in writing in English and Chinese (Cantonese & Mandarin).

• Strong customer experience skills and knowledge of specific system application fundamentals and business processes.

• Strong problem-solving and troubleshooting skills, with experience in a support environment with high call volumes.

• SaaS or e-Commerce experience, with knowledge of Microsoft SQL, ERP applications, or analytical tools being a plus.

• Knowledge of financial, manufacturing, retail, or distribution business processes, with database administration, installation, and configuration experience.

• Ability to work all available shifts, including weekends (by schedule) and public holidays (rotation basis).

What could set you apart:

• Knowledge of Microsoft SQL, ERP applications or analytical tools is a plus

• Knowledge of financial, manufacturing, retail or distribution business processes

• Database administration, installation and configuration experience

• Business travel may be required

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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.

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