Infrastructure Support Specialist

Step into your future as an Infrastructure Support Specialist! In this fully remote role, you will oversee the installation, servicing, and repair of equipment and systems, evaluate existing installations for operational efficiencies and business risks, and deliver consulting services for hardware, networking, and security topics. You will provide exceptional customer service, leverage your technical expertise, and proactively identify opportunities for improvement.

What you will be doing:

• Provide quality telephone support with a high degree of customer service, product expertise, and timeliness.
• Troubleshoot, diagnose, and oversee repairs of defective equipment.
• Perform selected software troubleshooting and repair.
• Document customer problems and troubleshooting steps, including resolutions.
• Escalate unresolved problems within prescribed timeframes.
• Sell and provide consulting services, upgrade and install products for existing customers.
• Generate revenue by charging for work not covered by support agreements and attain a monthly revenue quota.

What you will likely bring:

• Minimum of 2+ years of experience in a field customer-facing role.
• Previous experience driving incremental revenue from sales of value-added services.
• Ability to troubleshoot and configure various hardware and software, including servers, PCs, scanners, printers, RF and POS equipment, and Linux; fluency in Windows OS.
• Demonstrated troubleshooting and analytical ability, strong decision-making skills, and willingness to support changing department initiatives.
• Attention to detail to ensure accuracy at all steps in the process.
• Excellent oral and written communication skills to work effectively with others, both inside and outside the company, including remote locations.
• Strong interpersonal skills and the ability to listen and understand customer needs.
• Flexibility to provide coverage and work in CST, EST, or PST time zones.

What could set you apart:

• Experience with retail hardware.
• Experience within a software company.
• Additional certifications in networking or security.
• Experience with cloud infrastructure.
• Multilingual communication skills.
• Proven ability to train or mentor others.
• Familiarity with ITIL or similar frameworks.

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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.

Range:

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter: