The Manufacturing Support Specialist is focused on diagnosing and resolving software and system issues while providing an exceptional customer experience. This role involves applying technical expertise, sound judgment, and effective communication to troubleshoot, document, and resolve client-server application challenges in a fast-paced environment.

What You Will Be Doing

Conferring with customers via phone, email, or chat to identify technical or system issues, troubleshoot, repair, and test solutions, documenting findings and escalating when necessary.
Following established procedures to resolve client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
Responding to complex cases where standard procedures may not apply, using strong technical knowledge and customer-centric communication to deliver effective solutions.
Staying current with software updates and changes to ensure timely and accurate support to customers.
Assisting with system setup, configuration,



and the use of programming or integration tools that aid in customization, extension, and integration of products.
Collaborating with internal departments such as customer experience and sales to address and resolve customer concerns.
Supporting team members by mentoring and sharing best practices, and contributing to the department’s knowledge base and FAQs.

What You Will Likely Bring

Strong problem-solving and troubleshooting skills
Excellent communication skills, both verbal and written
Customer service orientation and the ability to manage multiple priorities
Knowledge of software application fundamentals and related business processes
Ability to work independently and collaboratively in a fast-paced, high-volume environment

What Could Set You Apart

3+ years of applicable experience in technical support or a related field
Experience in SaaS or e-Commerce environments
Strong analytical and technical ski

📌 Manufacturing Support Specialist (Monterrey)
🏢 Epicor
📍 Monterrey