As a Technical Application Specialist based in our Support Centre in Monterrey, Mexico, you will provide technical support via phone, email, and fax. You will be responsible for responding to client calls professionally, providing appropriate solutions and advice, and ensuring service quality levels are maintained. We are seeking applicants with excellent verbal communication skills, strong analytical and troubleshooting abilities, and a service-oriented mindset.

What you will be doing:

• Ensure timely and effective resolution of customer issues in alignment with SLTs.
• Navigate complex customer challenges by collaborating with support, development, and services teams.
• Mentor and train employees on case handling and operational processes.
• Develop and maintain documentation and knowledge resources to enhance team performance.
• Drive cross-functional problem-solving initiatives and recommend process improvements to influence best practices.
• Monitor dashboards to track and manage case activity, ensuring progress and timely resolution.
• Act as a key liaison to achieve outcomes that exceed customer expectations.

What you will likely bring:

• Strong analytical, conceptual, and problem-solving abilities.
• Proven ability to work independently and collaboratively in a team-oriented environment.
• Exceptional communication skills, both written and oral.
• Practical experience in prioritizing and executing tasks under high-pressure conditions.
• Ability to influence and foster constructive relationships with internal and external stakeholders.

What could set you apart:

• 3+ years of hands-on experience in a similar role.
• Expertise in support and cloud processes, with a track record of managing complex issues effectively.
• Ability to lead cross-functional initiatives and deliver impactful results.
• Strong interpersonal and consultative skills, with the ability to present ideas in user-friendly language.
• Commitment to promoting a collaborative and customer-focused environment.

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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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