Focused on providing exceptional technical support, this role ensures effective troubleshooting, system issue resolution, and collaboration across global teams, while maintaining a customer-centric approach.

What you will be doing:

• Provide technical support across multiple products, demonstrating strong troubleshooting and analytical skills.
• Diagnose, analyze, and resolve issues related to third-party integrations, SQL databases, and data formats such as JSON and XML.
• Support credit card hardware and processing issues when applicable.
• Independently investigate and learn systems, processes, and tools to resolve customer challenges effectively.
• Stay calm and professional when working directly with customers to address concerns and deliver solutions.
• Collaborate with local and international teams, including Monterrey, India, and the US, to achieve efficient outcomes.
• Balance reporting to both local management and US-based leadership while ensuring alignment of goals and priorities.
• Apply distribution knowledge to support customer-specific needs and challenges.
• Document troubleshooting steps, findings, and resolutions for ongoing process improvement.

What you will likely bring:

• Strong verbal and written communication skills in English to support global customers.
• Demonstrated technical aptitude, with experience supporting multiple products.
• Detail-oriented mindset and excellent analytical and troubleshooting skills.
• Ability to define problems, generate solutions, and implement effective resolutions.
• Proven ability to remain calm and professional under pressure while delivering exceptional customer service.
• Self-motivated, independent learner with a desire for continuous learning and growth.

What could set you apart:

• Experience with SQL databases, JSON, XML, or credit card hardware and processing.
• Strong understanding of distribution processes and workflows.
• Proven ability to collaborate with global teams across diverse time zones.
• Ability to balance priorities while reporting to multiple managers in different locations.
• A proactive mindset, focused on continuous learning and professional development.

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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.

Recruiter: