Technical Application Specialist – Bistrack
| Company | Epicor |
|---|---|
| Location | Kelowna, BC, Canada, Vaughan, ON, Canada |
| Salary | $70000 – $130000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- 3+ years applicable experience and demonstrated success/knowledge.
- Post-secondary education in a related discipline and/or industry knowledge/experience desirable.
- Experience in a software support environment with high call volumes and large numbers of clients and users.
- Detail-oriented and exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
- Demonstrated capacity to thrive in a fast-paced, high-demand environment, often working under challenging deadlines, while providing first-rate customer service.
- Presentation skills and a demonstrated ability to train others.
- Analytical and troubleshooting skills.
- Excellent communication skills – English verbal and written.
Responsibilities
- Investigate application support cases from BisTrack customers, fully document and understand the issues, and gather necessary information to resolve or escalate.
- Troubleshoot multi-tier client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
- Liaise between support, development, quality assurance, and professional services teams as part of the larger customer support effort, presenting cases and justifications to Development.
- Understand customers’ business process flows and explain how they relate to their use of the BisTrack application.
- Manage root cause analysis of errors in customers’ business environments.
- Organize meetings and pull necessary resources into investigations as required, running point on cross-team initiatives and investigations.
- Manage and follow up on assigned support cases to create a remarkable experience for customers, clearly and professionally communicating case updates by phone and email.
- Travel to customer sites as required (Canada/US) and participate in Epicor’s US-based user conferences.
Preferred Qualifications
- Knowledge of Microsoft SQL, ERP applications or analytical tools.
- Knowledge of financial, manufacturing, retail, or distribution business processes.
- Database administration, installation, and configuration experience.
- Knowledge of TCP/IP networks.