About the Role
What you will be doing: Investigate and resolve application support cases reported by BisTrack customers, ensuring complete documentation and clear understanding of the issue. Troubleshoot client–server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices. Respond to complex situations where standard troubleshooting procedures are insufficient by applying strong technical knowledge and customer-centric communication skills. Stay current with software updates, new features, and system changes to provide accurate and timely support. Liaise between support, development, quality assurance and professional services teams as part of the larger customer support effort. Present cases/justifications/replications to Development. Manage assigned support cases end-to-end, providing timely follow-up and clear communication via phone and email. Ensure all interactions meet or exceed service level agreements (SLAs) and KPIs. Conduct root cause analysis of recurring issues within customer environments. Assist customers with system setup, configuration, and use of programming or integration tools that enable product customization or extension. Mentor and support other team members to improve overall technical expertise and service delivery. Contribute to knowledge base documentation, including replication paths and issue resolutions. What you will likely bring: Knowledge of supply chain management (SCM) concepts. Knowledge of Manufacturing, Retail or Distribution business processes. Proficiency in troubleshooting ERP application or similar software packages. Experience in a software support environment with high call volumes and large numbers of clients and users. Excellent verbal and written communication skills in English. Strong customer experience and interpersonal skills. Exceptional problem-solving and analytical abilities. Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations. Ability to work independently as well as collaboratively within a team. Strong understanding of ERP modules, particularly in: Order Management (Q2C – Quote to Cash) Purchasing (P2P – Procure to Pay) Warehouse/Inventory Management What could set you apart: 3+ years applicable experience and demonstrated success/knowledge Bachelor’s degree (or equivalent experience) Industry knowledge / experience Work experience in manufacturing, retail, or distribution business processes Knowledge of Microsoft SQL, ERP applications or analytical tools Shift timings: 4:30 PM IST – 1:30 AM IST. Open to US / Canada shifts. #LI-VV1 #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. Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and 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. Recruiter: Vidya Vardhni 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 customers' 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: Epicor Will Never Ask for Payment: 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 communication will come from the following alias/domains: "Workday@epicor.com", "Recruiting@epicor.com", and/or "First name.Last name@epicor.com". The only valid domain is www.epicor.com. Verify job positions on our careers site at jobs.epicor.com and confirm that the recruiter you speaking to is listed on the requisition. 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.