Infrastructure Support Specialist

4 days ago

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Epicor

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Epicor is a leading provider of industry-specific enterprise resource planning (ERP) software designed to help manufacturers, distributors, and retailers enhance their operations and improve efficiency. The company's solutions leverage advanced technologies such as artificial intelligence and cloud computing to optimize supply chain management, financial processes, and customer engagement. Epicor is recognized for its commitment to innovation and customer success, serving over 23,000 customers across multiple industries worldwide.

ERP Software • Retail and POS Software Solutions • Supply Chain Management (SCM) • Customer Relationship Management (CRM) • Human Capital Management (HCM)

1001 - 5000 employees

Founded 1972

🏢 Enterprise

🛒 Retail

💰 Private Equity Round on 2016-01

📋 Description

• Overseeing the replacement, servicing, and repair of equipment/systems including evaluation of existing installations for operational efficiencies and potential business risks. • Identifying, positioning, selling, and delivering consulting services for hardware, networking and security related topics. • Provide quality telephone support with a high degree of customer service, product expertise, and timeliness. • Troubleshoot, diagnose, and oversee repairs of defective equipment. • Perform selected software troubleshooting and repair. • Document customer problems/issues as well as troubleshooting steps and resolutions. • Escalate unresolved problems or issues within prescribed timeframes. • Sell and provide consulting services on a regular basis, upgrade and install products for the existing customer base. • Generate revenue by charging the customer time and materials for any work not covered by the support agreement and attain a monthly revenue quota.

🎯 Requirements

• Requires Minimum of 2+ years’ experience in a field customer facing role. • Industry knowledge/experience. • Requires previous experience in driving incremental revenue from sales of added value services. • Requires the ability to troubleshoot and configure various Hardware and Software including but not limited to: Server’s, PC’s, Scanners, Printers, RF and POS equipment, and Linux. • Fluent in Windows OS. • Demonstrated troubleshooting and analytical ability coupled with strong decision-making skills and willingness to support changing department initiatives. • Requires attention to detail to ensure accuracy at all steps in the process. • Requires good oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company. • Requires excellent communication, interpersonal skills, and listen to understand customer needs. • Seeking candidates who can provide coverage in the CDT timezone, with the flexibility to occasionally work in EDT or PST timezones. • Experience with Retail Hardware a plus. • Experience within a software company is a plus.

🏖️ Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being. • Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. • Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. • Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. • Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. • Comprehensive support for international relocations and permanent residency processes.