MORSCO INC

ID#: 6c3c0ccbafb10100d002573cff970001
Category: ERP Systems
Position Type:

Primary Responsibilities:

  • Day-to-day management of Tier 2 level Eclipse support issues, data manipulation and reporting.
  • Support of Eclipse printer and other related hardware setup and problem resolution. 
  • Investigate issues to determine root cause, prioritization and resolution path and people, identify defects and/or enhancement requests, managing the issues according to prioritization model. 
  • Maintain an expert knowledge of our unique products & procedures and suggest adjustments and enhancements intended to increase productivity.
  • Execute smart solutions with a clear and documented awareness of the impact and implications on other components of the organization.
  • Handle tough conversations with field and customers and efficiently de-escalate calls and chats.
  • Document field and customer issues in incident ticketing system and escalate according to established standard operating procedures.
  • Regularly and concisely communicate with all relevant parties through closure of the issues. 
  • Document requirements, test resolution, as well as help manage the customer experience.

Requirements:

  • 2 -5 years’ experience in Epicor Eclipse ERP (Solar and Eterm) processes and workflows.
  • Relies on experience and judgment to investigate issues and determine the proper path to closure. 
  • Ability to roll up sleeves, drill into issues, and methodically analyze issues and challenges and provide appropriate solutions
  • Excellent communication and Office 365 skills
  • Ability to work well and communicate with people of varying abilities and experience levels
  • Good organizational and/or project management skills
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  • A commitment to improve own skills on an ongoing basis.

Key Relationships:

  • Internal Department Leaders, Managers, Sales and Branch Associates
  • Extended Information Technology team.
  • MORSCO Eclipse ERP Team.

 Additional Details:

  • Full time position with benefits. (Medical & Dental insurance, 401k, Flexible Spending Account, Personal Time Off (PTO) plus paid holidays)
  • Applicants will undergo background, credit and security check.

Our commitment to excellent customer service is just part of our story.  We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.

All full-time associates are eligible for the following benefits:

  • Medical and Dental Insurance
  • Flexible Spending Accounts
  • Company-paid Life Insurance
  • Short Term Disability
  • 401(k) Plan
  • Paid Time Off (PTO) – plus paid holidays

Voluntary benefits:

  • Additional Life Insurance
  • Long Term Disability
  • Cancer/Accident/Heart/Stroke Insurance
  • Vision Insurance

We're an equal opportunity employer and we welcome diversity and inclusion! All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

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