Duties & Responsibilities

Responsible for solutioning escalated issues with minimal supervision and communicates to the customer via phone, email or chat through customer-centric interpersonal skills and providing technical product knowledge.
Follows procedures to troubleshoot client-server software application issues at the highest level that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Resolves customer concerns raised during installation, operation, maintenance or compatibility matters.
Conducts specific performance or functional tests associated with resolving issues.
Develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.
Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.




Proactively recommends process and strategy improvements and works with other team members to obtain solutions.
Contributes and uses department's knowledge base articles and FAQ's.
Coaches and mentors other team members ensuring consistency and high standards for customer service.
Specializes in key areas of the software including specific third party software packages.

Knowledge, Skills & Abilities

Ability to learn new technologies and industries quickly
Attention to detail
Mentorship skills
Ability to effectively communicate both verbally and in writing
Strong knowledge of specific system application fundamentals and business processes
Strong problem solving skills and business processes
Strong troubleshooting and technical skills
Experience in a support environment with high call volumes desired
SaaS or e-Commerce experience

Qualifications

5+ years applicable experience and demonstrated success/knowledge
2+ years of specialized/industry experience
Bachelor’s degree (or equivale

📌 Technical Application Specialist, Sr (Monterrey)
🏢 Epicor
📍 Monterrey