Senior Technical Application Specialist – Automotive Ecommerce
| Company | Epicor |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years of relevant experience, including 2+ years in a specialized or industry-specific role.
- Bachelor’s degree or equivalent experience, with a demonstrated ability to learn new technologies and industries quickly.
- Strong troubleshooting, technical, and problem-solving skills, with a solid understanding of system application fundamentals and business processes.
- Excellent verbal and written communication skills, with attention to detail and the ability to work independently.
- Proven ability to mentor others and maintain high standards in a fast-paced support environment.
- In depth knowledge of Automotive Products and Experience in SaaS or e-Commerce environments, with high call volume support preferred.
- In depth knowledge of computer terms, languages, SQL, XML, web application architecture and a familiarity with using APIs to integrate various software systems.
- A proactive, collaborative mindset aligned with Epicor’s values of being Proud, Proactive, and a true Partner.
Responsibilities
- Resolve escalated issues as necessary involving complex product function and technical issues. Specifically, in the areas of system configuration and set up, product implementation, product functionality, defects, and enhancement.
- Stay current with software updates and changes to deliver timely, accurate solutions and ensure customer satisfaction.
- Conduct performance and functional tests to diagnose and resolve installation, operation, maintenance, or compatibility concerns.
- Identify trends and patterns in support cases to anticipate future issues and recommend strategic improvements.
- Develop and refine processes for issue tracking, triage, and routing to appropriate teams.
- Contribute to and utilize knowledge base articles and FAQs while mentoring team members to uphold high service standards.
- Support a dynamic team environment by collaborating with other departments, team and work group members, contributing time, effort and ideas.
- Specialize in key software areas, including third-party integrations, and collaborate with peers to enhance support strategies.
Preferred Qualifications
- Experience in SaaS or e-Commerce environments, with high call volume support preferred.