Technical Cloud Support Analyst ERP Software
Location : Bracknell, Berkshire
About Us :
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes.
We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity.
We strive to hire and reward star players who inspire one another and drive results for the business and our customers.
Cloud Support Operations
Cloud Support Operations will focus on managing the day to day operations of cloud customers.This role will be an expert in support and cloud processes and will lead the execution of support services for Epicor cloud customers.
They will work collaboratively with the cloud, development, services, and support teams to ensure customer satisfaction.The role will recommend processes improvements to influence best practices.
About The Role :
The Impact : Cloud Support Operations is a critical role responsible for working with key customers to drive a better customer experience.
This role reports to Technical Support Management in region. The successful person in this role will ultimately drive quick resolution to customer demands and drive a better working experience.
What’s in it for you : This role presents a unique opportunity to drive customer satisfaction.The candidate for this role will work closely with all teams within Epicor to drive a better customer outcome.
This role is highly visible and requires the candidate to coordinate cross-collaboration among teams, drive execution and effective resolution of issues.
This role will also be responsible for driving continuous improvement action / requests through the cloud core team.
What You'll Do :
Drive customer satisfaction for cloud customers
Customer intervention, for those customers who are escalated, need short-term mediation of case activity and / or collaboration from cloud teams.
Working with key support and development teams to drive outcome and resolution to key customer issues
Working with leadership and cloud core teams to provide detailed overview of problem situation and corrective actions
Guides team members on processes specific to cloud customers
Advocate for support and customers by providing feedback on alignment, change control and other related shared operational details from Cloud Development Operations
Mentors / Trains employees on case handling and operational process specific to cloud
Works ahead of the teams in terms of planning solutions that have been escalated by customers while documenting findings and recommending solutions to the broader organization
Key Responsibilities :
Complete an introductory training program to learn the ERP platform : Shadow peers, get familiar with job-specific terminology and ask questions.
Provide excellent analytical, written and verbal communication skills : Communicate and collaborate with peers, customers and upper management
Receive incoming customer calls and get assigned CRM cases expecting to take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established Service Level Targets.
Plan and prioritise day-to-day activities in a fast-paced environment : Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
Stay current with Epicor’s innovation and application enhancements.
Attend training sessions and webinars for new product features and product offerings.
Use Epicor’s CRM system to track and resolve issues
Receive customer inquiries via access channels such as the web portal and phone.
Expand existing knowledge of Windows and multiple mobile platforms
Complete internal product installations, database loads.
Maintain accurate, high-quality documentation
What You Will Need To Succeed :
Advanced Windows knowledge and Microsoft technologies
General Networking and security knowledge
Database admin knowledge of at least one of the major database platforms (e.g. MS SQL, MySQL, Oracle)
Skills That Will Set You Apart :
A background or previous experience in a technical support role at a large or enterprise-level software vendor
2+ years of troubleshooting software and / or server issues
2+ years working directly with customers
Familiarity with Cloud Computing (e.g. Azure)
Some programming skills
Any ERP, Manufacturing or Accounting software
Excellent communication / interpersonal skills
Proven ability to work on own initiative, manage workloads / priorities
Must be a self-starter who can work independently as well as in a team
Must have the ability to multi-task
Takes pride in work. Can demonstrate a commitment to Epicor’s business objectives and its customers by owning decisions and driving results