Customer Support Specialist

As a Customer Support Specialist based in our Support Centre in Monterrey, Mexico, you will provide technical support via phone, email, and fax. You will be responsible for responding to client calls professionally, providing appropriate solutions and advice, and ensuring service quality levels are maintained.

Responsibilities

• Respond to client calls in a professional manner, providing appropriate solutions and advice.
• Interact with clients in performing complex testing, support, and troubleshooting technical functions remotely.
• Ensure service quality levels are maintained and adhered to.
• Ensure all issues are handled in a timely manner, reviewing outstanding issues and keeping clients informed of progress.
• Attend relevant Epicor product training courses, in line with our internal certification scheme.

Qualifications

• Degree in Finance/Accounting, IT/Systems, or Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering).
• Minimum of three years related experience (preferred but not essential); customer service experience is valued.
• Excellent verbal communication skills and fluency in English (written and spoken).
• Strong skills for analysis, troubleshooting, and problem‑solving; ability to work independently with minimal supervision and to prioritize tasks in a stressful environment.
• Willingness to learn and explore new technologies.
• Demonstrated expertise in meeting business needs with technology solutions; ERP knowledge highly advantageous.

Preferred Qualifications

• Manufacturing/Supply Chain: exposure to production environments with understanding of manufacturing concepts, terminology, processes, procedures, and operations; knowledge of computerized Manufacturing Planning and Control (MPC) systems.
• Accounting/Finance: experience with Accounts Receivable, Accounts Payable, General Ledger, Inventory/Work In Process, Financial Reporting, account reconciliations, Job Costing, Fixed Assets, and multi‑company consolidations.
• Technical: experience in IT production environments, maintenance and adjustments in configurations, Microsoft operating systems, general IT knowledge, database administration, SQL programming, basic networking and telecom knowledge, and understanding of database coding processes.

Benefits

• Competitive pay and benefits.
• Health and wellness benefits designed to support overall well‑being.
• Internal mobility with opportunities for mentorship, continuing education, and career goal setting; 25% of positions filled internally.
• Career development with free LinkedIn Learning licenses and a mentoring program.
• Education support with geographically specific programs to balance the cost of continued learning.
• Inclusive workplace that fosters innovation and celebrates partnership.
• Work‑life balance policies encouraging time off to rest, recharge, and reconnect.
• Global mobility support for international relocations and permanent residency processes.

Equal Opportunity Statement

Epicor is an equal‑opportunity employer. We are committed to creating a workplace and global community where inclusion is valued.