Job Description

Description & Requirements

About us:

Epicor is one of the world's leading enterprise software companies, with more than 20,000 customers in over 150 countries using our products to automate effectively and efficiently to streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, the strength of Epicor business solutions lies in a simplified approach to technology, with products and services designed to fit our customers and how they work. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

The Job:

The IT Support Analyst handles alerting of problems and works to resolve them. He/She analyzes the problem and, depending on problem complexity and resolution time constraints, either solves it or escalates. The Desktop Support Technician utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. He/She takes responsibility for handling incidents and following them through completion or escalation. Upon successful resolution, he/she finalizes the task according to Epicor's policies for incident management.

IT support Analysts should be capable of solving a variety of problems, including those that may not have standard resolution methods. This position requires a person who can think ahead to implement proactive measures. Ability to grasp information in several formats, including print, verbal, and pictorial representations, is important.

What you will be doing:

• Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner.
• Responsible for communicating with end-users regarding incident updates, phone calls, instant messages and/or email notification.
• Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.
• Sets end-user expectation regarding the type and timeliness of service to be provided.
• Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests.
• Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements.

• Must be able to work flexible hours as required.
• Provide Microsoft Windows operating systems support including training and support requests received for Microsoft Office Suite applications and other enterprise IT and business applications.
• Windows Server, Active Directory, Office 365, and Microsoft Exchange 2010/2013 experience a plus.
• Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, instant message, and remote connectivity assistance.
• Documentation and attention to detail a must.

You bring (most) of this!

• A minimum of 3 years' experience in an IT Help Desk or technical Customer Service Call Center environment preferred.
• Technical knowledge in Active Directory, Windows Operating Systems, MS Office, O365, Windows Server 2008/2012/2016, TCP/IP, DNS, DHCP, and Basic Networking is preferred.
• Experience in computer and IT systems troubleshooting, internet security and data privacy
• Must be available to work a flexible shift schedule.
• Demonstrate ability to diagnose and troubleshoot problems in an effective manner.
• Be highly motivated. Demonstrate excellent interpersonal skills.
• A positive professional attitude with strong background in customer service is a must.
• Excellent interpersonal and communications skills (verbal and written).
• Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required.
• Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue.
• Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist.
• Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude.
• Ability to read, write, and speak in English is mandatory.
• Degree in an IT related field preferred.
• Microsoft MCP certification is a plus.

Why Epicor?

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 journeys, 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.

Equal Opportunities and Accommodations Statement

At Epicor, we strive to create a welcoming, inclusive, and diverse workplace every day. Bring the whole and real you-that's who we're interested in. If you're interested in this role but your experience and current skillset don't match every qualification of the job description, that's okay! We encourage you to apply anyway. Learning and sharing our knowledge keeps us all moving forward. You just might be the right fit and gain new skills new along the way.

Location: Bangalore

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