Город: Москва
З/п: обсуждается с кандидатом
Опыт работы: От 3 до 6 лет
Отзывы о компании EPICOR

 Key Responsibilities
 
Customer Support:
  • Receives customer requests by phone or e-mail (provides answers to functional queries related to iScala and   other  Epicor products, and the underlying database structure)
  • Verifies that the customer has a valid maintenance agreement (if the client is on the Maintenance Stop List in Clientele the Support Analyst refers such a customer to Maintenance Manager in Sales)  
  • Logs customer problems and requests into Clientele logging system, judges the nature of the issue and decides on the best action to be taken
  • Endeavours to provide a work around until the issue is corrected or the cause is identified
  • Arranges for an on-site visit of a consultant as per the terms of the maintenance agreement if the issue can’t be solved  by telephone
  • Regularly updates clients on the status of their inquiries if the problem cannot be solved immediately
  • Assures that clients are satisfied with the service they receive.
 Bug Tracking:
  • Logs bugs into Benjamin (Debug RnD Tool) and provides the customer with the log N
  • Follows up with customers to keep them informed of the progress being made in fixing the bug they reported When a bug issue is closed, a Support Analyst traces it and sends relevant information to the client by e-mail containing the version with the resolved issue
  • Makes sure that the bug hasn’t already been reported to RnD. In this case the issue shouldn’t be reported as a bug again
  • Tests the issue on the new version of the product if the bug reported by the customer is fully fixed before notification is sent to the customer. Only after that the corresponding issue can be closed in Clientele
Enhancement Reporting:
  • Reports customer’s wishes on product functionality. Provides a good explanation of why this functionality is required and describes in details the client’s business processes;  
  • Reports lost functionality that was present in older versions if it is important to bring in back to ensure better functioning of client’s business processes. 
     
Requirements, Qualifications, and Work Experience
  • Higher education (technical)
  • MS SQL knowledge
  • MS Certification is a plus
  • Experience of one or more ERP systems
  • iScala and E9 knowledge is a big plus
  • No less than Lower Intermediate level of English Proficiency
  • Crystal, XML and VBA knowledge is desirable
  • Excellent verbal communication skills
  • Customer loyalty
  • Decision making and problem solving capability
  • Desire to learn and work with customers

Social package
  • Fixed salary + bonus
  • Medical insurance
  • Professional trainings
  • Friendly team
 
Please send you CV in English !
 
 
  

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