Epicor is a global company, employing more than 4,600 people with offices in 34 countries including the U.S., U.K., UAE, Australia, Canada, Mexico and China. As of 2024, Epicor has more than 23,000 customers in 150 countries with more than 2.3M users daily. Epicor is an acknowledged leader in the industrial end markets it serves, including manufacturing, distribution, retail and services categories. We are excited to announce an opportunity for a Senior Technical Application Specialist to join our team. Our support organization is focused on superior customer satisfaction and is comprised of highly skilled and highly self-motivated analysts. As a key player in Epicor’s organization, you will face interesting challenges and have the chance to make a significant impact. This position will be focused on case management and resolution for the automotive manufacturing industry located primarily in the Americas, and expanding globally. Candidates will be required to respond to customer calls and web portal cases, apply strong technical, communication skills and advanced business knowledge to diagnose and troubleshoot technical issues, and deliver timely responses with effective and error-free resolutions in a professional manner. What you will be doing: Engage with CMS Software Support Teams and other departments to troubleshoot and resolve application issues and implement fixes/projects. Promptly answer incoming support calls and Web Tickets from CMS Customers. Independently analyze, diagnose, troubleshoot and correct problems reported by customers and offer error-free resolutions. Enter complete reports on customer cases relating to problems and issues into Epicor’s Support Service platform, including all relevant information necessary to resolve and close a case in a timely manner. Perform follow-up calls to CMS customers after a case has been successfully resolved and closed, to ensure complete customer satisfaction. Work on multiple projects with minimal supervision and within multiple time constraints Perform ongoing self-education of CMS products, services and application updates to maintain and improve job knowledge and proficiency. Provide support to other team members as required to help expedite a resolution Exchange knowledge with colleagues through means such as formal training and peer-to-peer interaction Prepare project/timelines for project reviews with leadership. Resolve customer concerns during installation, operation, maintenance, or compatibility matters. Conduct specific performance or functional tests to resolve issues. Develop processes and techniques to gather, track, and triage issues, assess their validity, and route them to the appropriate team. Recommend process and strategy improvements proactively and work with team members to obtain solutions. Contribute to and use the department's knowledge base articles and FAQs. Coach and mentor other team members, ensuring consistency and high standards for customer service. Specialize in key areas of the software, including specific third-party software packages. What you will likely bring: Epicor CMS software experience. 5+ years of applicable experience and demonstrated success/knowledge. 2+ years of specialized/industry experience. Bachelor’s degree (or equivalent experience). Ability to learn new technologies and industries quickly. Attention to detail. Mentorship skills. Effective verbal and written communication skills in English and strong people skills. Strong knowledge of specific system application fundamentals and business processes. Strong problem-solving skills and business processes. Strong troubleshooting and technical skills. Ability to be organized, handle multiple projects and prioritize tasks as directed. Ability to take responsibility and work under minimal supervision. Experience in a Customer support environment with high call volumes desired. Strong orientation towards providing excellent, “initial contact” customer service and follow up service. What could set you apart: Epicor CMS ERP experience. EDI experience. #LI-MB1 #LI-HYBRID About Epicor At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, Proud, Partners. Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs. Competitive Pay & Benefits Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being. Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. Global Mobility: Comprehensive support for international relocations and permanent residency processes. Equal Opportunities and Accommodations Statement Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. We are an equal-opportunity employer. Range: Minimum: 60,000 CAD Maximum: 120,000 CAD The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position. Recruiter: Mouy Bun At Epicor, we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customer’s success and our growth as a business. We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future. Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners to the world’s most essential businesses – the hardworking companies who make, move, and sell the things the world needs. Thank you for considering a career with Epicor. Whether you're exploring opportunities on our careers page, preparing for a phone screen or interview, have already applied, or have been through our application process, we appreciate your interest and the time you have invested. We are committed to showing you how much we care about your future. Epicor Career Assistant can help you land a job nearly 2.5x faster than the national average. We've brought you the best job searching tools all in one place, at no cost to you. At Epicor, we believe putting people first is the right thing to do. Click here to get started. At Epicor, we are committed to upholding the highest standards of integrity and transparency. We have become aware of phishing scams where individuals pose as our recruiters, hiring managers, and/or HR Business Partners to obtain personal information. These scams can seem legitimate, but it's important to know how to protect yourself. How to Identify Phishing Scams: No Payment Required: Epicor will never ask for payment to apply for a job. Our recruiters will never ask for payment to apply for a position or as a condition of employment. For example, any required background check will be facilitated by Epicor. Beware of Misleading Communications: Do not pay any fees to individuals, agencies, or employment portals related to an interview or other interaction with Epicor. Epicor will not be responsible for any loss or damage suffered. Verify Authenticity: All legitimate Epicor emails will end with “@epicor.com”. Verify job positions on our careers site at jobs.epicor.com. Be cautious of generic emails and check for misspellings of Epicor or non-Epicor email addresses (e.g., gmail.com, yahoo.com, or even close variations like @epicor.talent.com). If you have any questions or encounter any suspicious emails, job postings, and/or communication from what appears to be Epicor, please report them to recruiting@epicor.com immediately.
