Manufacturing Support Specialist Senior

As a Manufacturing Support Specialist, you will be responsible for resolving escalated customer issues with minimal supervision while delivering a high level of customer satisfaction. You will leverage your technical expertise and problem-solving skills to diagnose, troubleshoot, and resolve complex application and system-related issues across a variety of environments. What You Will Be Doing Resolve escalated customer issues independently while communicating effectively via phone, email, or chat using strong customer-centric skills Troubleshoot complex client-server software application issues, including Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices Stay up to date with product updates and system changes to provide timely and accurate solutions Address customer concerns related to installation, operation, maintenance, and compatibility Perform performance and functional testing to support issue resolution Develop and maintain processes to gather, track, and triage issues, ensuring proper routing to appropriate teams Identify trends and patterns across cases to proactively anticipate and prevent future issues Recommend and contribute to process and strategy improvements in collaboration with team members Contribute to and utilize internal knowledge base articles and FAQs Mentor and coach team members to maintain high standards of customer service Develop expertise in key product areas, including third-party integrations What You Will Need to Succeed Ability to quickly learn new technologies and industries Strong attention to detail Effective communication skills, both written and verbal Strong troubleshooting and technical problem-solving skills Solid understanding of system applications and business processes Ability to mentor and guide other team members Experience working in a high-volume support environment preferred SaaS and/or eCommerce experience preferred Qualifications 5+ years of relevant experience with demonstrated success 2+ years of specialized or industry experience Bachelor’s degree in a related field or equivalent work experience #LI-JI1 #LI-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: Antonio Ibarra Bustillos