Product Application Specialist

Product Application Specialist | Bistrack

The Product Application Specialist provides post implementation support to North American BisTrack customers. This includes problem diagnoses, troubleshooting, repair and debug of software and escalation of issues as necessary.

What you will be doing:

• To investigate application support cases received from BisTrack customers. To fully document and understand the issue being reported, and gather the necessary information to either resolve or escalate.
• To understand our customers’ business process flow and explain how that relates to their use of the BisTrack application.
• Manage root cause analysis of errors occurring in our customers’ business environments.
• Be support’s face on all issues related to support of BisTrack in large enterprise-class customer environments. Liaise with Professional Services & Development teams.
• Present cases/justifications/replications to Development.
• Organize meetings and pull necessary resources into investigations as required. Run point on all cross-team initiatives and investigations.
• Offer mentorship and oversight to junior staff.
• Track metrics and ensure quality response times and time-to-resolve times.
• Travel requirements are limited but the individual must have a valid passport and be able to travel between Canada and the United States.

What you will likely bring:

• 3+ years applicable experience and demonstrated success/knowledge.
• Industry knowledge/experience.
• Experience supporting large, enterprise-class customers.
• Exceptional organizational skills in terms of keeping track of many simultaneous cases/investigations.
• Experience and working knowledge of inventory management, purchasing management, and the fundamentals of finance and accounting (including AP & AR).
• Be detail-oriented and have a passion for business and technology.
• Ability to multi-task and work well under pressure.
• Excellent communication skills – English verbal and written.
• Leadership and mentorship skills.
• An ability to communicate well and an ability to present.
• Good work ethic and ability to work alone or in a group setting.

What could set you apart:

• Knowledge of Microsoft SQL, ERP applications or analytical tools.
• Knowledge of financial, manufacturing, retail or distribution business processes.

The Global Support Team

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

About Epicor

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.

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.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.