Managed Epicor Services Program Consultant

Role Summary / Purpose:

As a Managed Epicor Services Program (MESP) Consultant, you will be responsible for delivering remote application support and providing excellent customer service. You will serve as the first point of contact that will assist with requirement gathering for development or IT requests.
Prior Epicor knowledge combined with customer service experience is required.
The MESP Consultant will communicate with customers via phone, email or video call to answer support and service questions. This role involves troubleshooting of problems, following up with customer inquiries and documenting customer interactions.

Essential Responsibilities:

  • Ensure customer service is timely and accurate on a daily basis
  • Maintain specific customer service standards based on contractual service level agreements
  • Provide clients with advice on the use of best practices throughout the application
  • Record communication, events and issue resolution on support tickets
  • Follow up with customers to identify areas of improvement and maximize MESP hours utilization
  • Identify and suggest improvements to internal procedures

Qualifications / Requirements:

  • Ability to diagnose and resolve customer processes using the Epicor application
  • Experience in a customer support role
  • Basic understanding of computer systems, mobile devices and other related hardware
  • Ability to meet deadlines and work independently
  • Proficiency in English
  • Excellent written and verbal communication skills
Other requirements deemed essential:
  • Visual, auditory, and verbal ability to communicate effectively with people
  • Ability to adapt to working conditions and environments
  • Able to stand, walk, or site for prolonged periods and occasionally stooping and bending.

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