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

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