Technical Application Associate (EDI VAN)

As an associate you will be actively listening to and enable customers with solutions to common technical problems, documents and escalates as necessary.

What you will be doing: 

• Assists customers via phone, email or chat to identify technical and application problems to fully document, understand the issue being reported, and gather the necessary information to either resolve or escalate.
• Assists with system/application setup and configuration following detailed instructions.
• Provides general product, account status and company policy information.
• Under direct supervision, communicates case updates to customers in a timely manner.
• Documents recurring technical issues to support product quality programs and product development.
• Contributes and uses department's knowledge base articles and FAQ's.
• Respond to user inquiries and troubleshoot any technical issues related to EDI and VAN systems, escalating issues to relevant teams as needed.
• Act as a liaison between internal teams, trading partners, and EDI/VAN service providers, facilitating the exchange of information and resolution of any issues.
• Monitor EDI transaction status and data quality, using tools and dashboards to identify and address any issues or discrepancies.

What you will likely bring: 

• A background or previous experience in customer support environment
• Experience in supporting enterprise or other business applications
• Excellent English verbal and written communication skills.

What you’ll need to succeed:

• 1 to 2 years of customer support or EDI VAN experience
• Collaborate across teams to identify root cause for technical issues and drive technical issues through to resolution
• Must be a self-starter who can work independently as well as in a team
• Ability to effectively communicate technical details to all audiences

Shift Timings: 5:30am - 2:30pm / 9am - 6pm / 8am - 5pm IST

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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.

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