As a Customer Support 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:
- Respond to client calls in a professional manner, providing appropriate solutions and advice
- Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
- Ensuring Service Quality levels are maintained and adhered to
- Ensuring all issues are handled in a timely manner
- Reviewing outstanding issues, ensuring clients are kept informed of progress
- Attending relevant Epicor product training courses, in-line with our internal certification scheme

What you will likely bring:
- Degree in Finance/Accounting, IT/Systems,



or Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering).
- Minimum of three years related experience (preferred but not essential), with customer service experience being valued.
- Excellent verbal communication skills, with fluency in English (written and spoken).
- Strong skills for analysis, troubleshooting, and problem-solving, with the ability to work independently with minimal supervision and to prioritize tasks in a stressful environment.
- Willingness to learn and explore new technologies.
- Demonstrated expertise in meeting business needs with technology solutions, with ERP knowledge being highly advantageous.

What could set you apart:
- Manufacturing/Supply Chain: Exposure to production environments with an understanding of manufacturing concepts, terminology, processes, procedures, and operations. Knowledge of computerized Manufacturing Planning and Control (MPC) systems

📌 Customer Support Specialist (Monterrey)
🏢 Epicor
📍 Monterrey