Description & Requirements
About Us:
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.
About the Role:
The ERP Software Support Manager is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.
What You'll Do:
• Improve customer response-time and case resolution time - Service Level Targets
• Improve customer case resolution quality and case queue and other key KPIs
• Handle case escalations from customers and reach out to customers to listen to their needs and formulate action items with follow-through
• Manage Monthly National Account CS reviews with each NA customer team
• Review customer feedback surveys
• Monitor key CS metrics to measure performance and set actions
• New staff onboarding and CS Eagle Auto troubleshooting training
• New CS initiatives improve customer support - e.g., agent training, test systems, knowledge base loads
• Support sales staff's request for help on sales issues.
• Set and manage CS agent goals along with agent reviews and ratings
What You Need to Succeed:
• Ability to define, lead and drive business improvement initiatives to improve customer support
• Skilled at speaking to customers or customer teams to communicate updates or engage them in a discussion on their key issues.
• Experienced listening to and addressing customer concerns and issues via the phone, via email or in person at events and take corrective actions and provide follow-up.
• Ability to lead, manage staff and motivate them to achieve the individual and team goals.
• Knowledge of how to use and manage information and cases a case management system (like Epicor's EpicCare customer support portal)
Additional Skills That Could Set You Apart:
• 8+ years applicable experience and demonstrated success/knowledge
• 3+ years managing and developing employees
• 3+ years of specialized/industry experience
• ERP Experience
Why You Should Click Apply:
With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.
"Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status."
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