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Job Location: Bengaluru East, Karnataka, The Great Bharat
Job Detail:
Description & Requirements
About us:
Epicor is a global leader delivering innovative, award-winning software solutions to the Manufacturing, Distribution, Retail, and Service industries. With more than 50 years of experience and customers in over 150 countries, Epicor placed firmly as ‘Visionary’ by Gartner in the magic quadrant. Epicor promotes growth on every level: for our customers by providing flexible, industry-specific business solutions, and for our team members by empowering them to apply their individual expertise to shape our company’s visionary software. We offer an open and supportive environment where you can be yourself and develop your career in a creative and dynamic setting where new opportunities are as accessible to you as your leadership team is.
Role Summary/Purpose:
As an associate you will be actively listening to and enable customers with solutions to common technical problems, documents and escalates as necessary. You will be based in our recently opened India Technology Center. This is a unique opportunity for you to take part in Epicor’s next success story from the very beginning as we are building up our new tech campus in Bangalore.
You will have ideally:
- Assists customers via phone, email, or chat to identify technical and application problems to fully document, understand the issue being reported, and gather the necessary information to either resolve or escalate.
- Assists with system/application setup and configuration following detailed instructions.
- Provides general product, account status and company policy information.
- Under direct supervision, communicates case updates to customers in a timely manner.
- Documents recurring technical issues to support product quality programs and product development.
- Contributes and uses department’s knowledge base articles and FAQ’s.
- Respond to user inquiries and troubleshoot any technical issues related to EDI and VAN systems, escalating issues to relevant teams as needed.
- Act as a liaison between internal teams, trading partners, and EDI/VAN service providers, facilitating the exchange of information and resolution of any issues.
- Monitor EDI transaction status and data quality, using tools and dashboards to identify and address any issues or discrepancies.
What you need to succeed:
- Fresher or less than 2 years of experience into customer support or EDI support.
- A background or previous experience in customer support environment.
- Experience in supporting enterprise or other business applications.
- Excellent English verbal and written communication skills. Additional language skills such as German, Polish, and/or Spanish would be highly advantageous.
- Willingness to work in the night shift.
Additional skills that could set you apart:
- Bachelor’s degree preferred – Business, Technical, MIS or IS.
- Ability to effectively communicate technical details to all audiences.
- Collaborate across teams to identify root cause for technical issues and drive technical issues through to resolution.
- Must be a self-starter who can work independently as well as in a team.
- Ability to effectively communicate both verbally and in writing.
We offer a clear career path within the Professional Services function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.
Location: Bangalore
Shift Timings: 2:00pm – 11:00pm
