Technical Application Specialist - ERP (Chinese speaking)
Epicor
- Kuala Lumpur
- Permanent
- Full-time
- Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
- Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
- Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
- Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
- Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
- Addresses concerns brought up by other departments such as customer experience or sales
- Assists in mentoring other team members.
- Contributes and uses department's knowledge base articles and FAQ's
- Ability to effectively communicate both verbally and in writing English and in Chinese (both Cantonese & Mandarin)
- Customer experience skills
- Knowledge of specific system application fundamentals and business processes
- Strong problem solving and troubleshooting skills
- Experience in a support environment with high call volumes desired
- SaaS or e-Commerce experience
- 3+ years applicable experience and demonstrated success/knowledge.
- Industry knowledge/experience.
- Knowledge of Microsoft SQL, ERP applications or analytical tools is a plus
- Knowledge of financial, manufacturing, retail or distribution business processes
- Database administration, installation and configuration experience
- Business travel may be required
- Ability to work all available shifts - possibility of supporting weekends (by schedule) and public holidays (rotation basis)