- Location
- Malaysia, Kuala Lumpur
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Source
- Workday
Description
Duties & Responsibilities
- Provide ERP functional support through phone, email, and chat by diagnosing system issues, troubleshooting problems, and recommending effective solutions.
- Follow established procedures to troubleshoot client-server and cloud-based software issues, including application, configuration, connectivity, and integration concerns.
- Investigate issues that cannot be resolved through standard procedures and apply sound judgment, technical product knowledge, and customer-centric communication to identify corrective actions.
- Document customer issues in detail, including symptoms, troubleshooting steps, system conditions, replication procedures, root-cause findings, and resolutions.
- Manage and respond to escalated issues, coordinating with technical support, development, cloud operations, customer experience, sales, and other internal teams as needed.
- Stay current with software releases, updates, product changes, known issues, and support procedures to provide accurate and timely customer assistance.
- Address concerns raised by other departments and provide clear updates, technical guidance, and recommended next steps.
- Create, maintain, and use knowledge base articles, frequently asked questions, troubleshooting guides, and other support documentation.
- Provide guidance and support to team members while contributing to the continuous improvement of support processes and best practices.
Knowledge, Skills & Abilities
- Strong ERP troubleshooting, functional support, problem-solving, and analytical skills.
- Ability to diagnose software issues across client-server and cloud-based environments using structured troubleshooting methods.
- Working knowledge of Microsoft SQL, web servers, network printers, and Android/iOS devices.
- Strong written and verbal communication skills, with the ability to explain technical information clearly and interact professionally with customers and internal stakeholders.
Qualifications
- Experience providing software, ERP, application, help desk, or technical customer support.
- Experience troubleshooting databases, web applications, networks, peripherals, mobile devices, or cloud-based software is preferred.
- Experience documenting technical issues, creating replication steps, and maintaining support knowledge articles.
- ERP product experience, Microsoft SQL experience, or familiarity with integrations and system configuration is preferred.
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About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
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.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
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.
Recruiter:
Danial Azizi