Description
Description & Requirements
Role Summary/Purpose:
We're in search of talented and experienced support manager who is responsible for overseeing the day-to-day operations of EPICOR's support department. They commonly work with a team of Tech Application Specialists, Sr. Tech Application Specialists, and other support staff (cloud ops etc.) to ensure that customers have a positive experience when interacting with EPICOR.
What you'll do:
• Manage the customer support department's day-to-day functions.
• Ensure that all customer requests are handled in a timely manner.
• Handle escalations and account manage Key accounts.
• Responsible for Hiring, Training, Upskilling team on product knowledge.
• Conducting performance reviews and create succession for top talents.
• Implement customer support processes to enhance customer satisfaction.
• Inform the team of all new information related to products, procedures, process, tools, and trends.
• Assess support metrics and preparing detailed reports on the findings.
• Oversee and evaluate the support team's ongoing training efforts. Also, review training needs to ensure that employees have adequate knowledge to perform in their roles.
• Deliver performance evaluations and follow the disciplinary process (when needed) according to company policies.
• Monitor the quality of service provided by support team to ensure they are meeting or exceeding customer expectations.
• Perform audits to determine if processes are being followed correctly and identify areas for improvements. Also, work with the QA team to conduct audits and trainings as needed.
• Coordinate communication between different department (PD, QA, Cloud Operations etc.) to improve customer experience.
• Ensure that all client issues have been resolved satisfactorily and that no new issues have arisen since the last contact.
What you'll need to succeed:
• Bachelor's degree (or equivalent experience)
• 8 plus years of experience as a customer support specialist, preferably within a similar environment.
• Prior experience (at least 3+ years) in managing teams delivering application support to international customers (preferably US)
• Good at managing support operations (developing KPIs, understanding of CSAT surveys/NPS and support KPIs)
• Ability to manage a diversified team, drive and motivate them towards achieving business goals.
• Excellent skills in managing hiring right talent, training, and mentoring people to learn a complex ERP product.
• Excellent oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our company's values.
• Advanced MS Office 365 (Excel and Power Point).
• Working knowledge of ServiceNow will be an advantage. If not ServiceNow, experience with another ticketing tool necessary.
We offer a clear career path within the Customer Support function with opportunity for further career advancement into our Consulting and Product Development Teams. At Epicor, you can reach your full potential because growth for you means growth for us.
Location: Bangalore
Shift Timings: 5:30pm-2:30am IST / 6:30pm-3:30am IST
The Global Support Team
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We'd love to have you join us.
About 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 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.
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.
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