Customer Support Voice

General information

Office (s)

Bangalore, IND

Date Published

Thursday, November 3, 2024

Country

India

Job ID

21+13

Function

Global Support

Description & Requirements

ABOUT EPICOR

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.

INDUSTRY EXPERTISE
• Epicor for Manufacturing
• Epicor for Retail
• Epicor for Distribution
• Epicor for Building Supply
• Epicor for Automotive

ROLE SUMMARY:

The Supervisor, Customer Support oversees a team to provide guidance and resolution to customer issues. Ensures that the team follows guidelines and company policies. Focuses on workload distribution and training for the team.

What You’ll Do:
• Oversees the work of the team and personnel decisions.
• Responsible for solutions high volume of diverse issues for customers.
• Understands deeply the supported Epicor product and trains on the technologies required for its functionality.
• Focuses on continuous improvement activities to improve overall customer satisfaction.
• Owns and develops processes and techniques to gather, track and triage issues; assess their validity and routes to the appropriate team.

What You’ll Need to Succeed:
• Coaching skills to provide guidance to a team
• Strong knowledge of testing processes and

methodologies; strong technical skills
• Experience working with CRMs and/or issue management tool
• SaaS or e-Commerce experience is an advantage
• 7-8 years applicable experience and demonstrated

success/knowledge
• 2+ years managing and developing employees
• 2+ years of

specialized / industry experience
• Bachelor’s degree (or equivalent experience)

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