Epicor Eclipse Support Specialist

Job Title: Eclipse ERP Support Analyst

Location: Remote

Onsite Requirements: Fully Remote

Compensation Range: $70,000–$90,000

Benefits: Available

Introduction

We are seeking an experienced Eclipse ERP Support Analyst to provide hands-on support to users across a multi-location distribution environment. This role will own the Eclipse support ticket queue, troubleshoot issues, resolve user problems, and help keep day-to-day business operations moving.

The ideal candidate will have 3–5 years of hands-on Epicor Eclipse experience and a broad understanding of distribution processes including order entry, purchasing, receiving, inventory, warehouse operations, pricing, AR, AP, and GL.

This is a great opportunity for an Eclipse power user or support professional who enjoys solving problems, working directly with end users, and taking ownership of issues from initial ticket through resolution.

Day-to-Day Responsibilities

• Manage the Eclipse help desk queue by triaging, troubleshooting, resolving, and closing tickets with clear documentation

• Provide support across sales/order entry, purchasing, receiving, inventory, warehouse, pricing, AR, AP, and GL

• Troubleshoot and resolve issues involving orders, transactions, locked records, posting errors, printing/forms, and other day-to-day Eclipse issues

• Guide users through "how-to" questions using established SOPs and procedures

• Recreate issues, review transaction history, identify root causes, and determine the appropriate resolution or escalation path

• Work directly with users via phone, Teams, or screen sharing to resolve issues efficiently

• Process approved user access, account changes, password resets, security access, printer/form routing, and terminal/session issues

• Escalate configuration or system-related issues when necessary and provide detailed information for further troubleshooting

• Open and manage vendor support cases when an issue requires additional assistance

• Identify recurring issues and trends and communicate opportunities for broader process or system improvements

• Maintain thorough ticket documentation and contribute solutions to the support knowledge base

Required Skills & Qualifications

Must-have qualifications that candidates must meet to be considered.

• 3–5 years of hands-on Epicor Eclipse experience in an ERP support, help desk, or power-user capacity

• Broad working knowledge of Eclipse across order entry, purchasing, receiving, inventory, warehouse, pricing, AR, AP, and GL

• Strong understanding of distribution workflows, including quote-to-cash, procure-to-pay, and inventory management

• Proven troubleshooting skills with a methodical approach to diagnosing and resolving ERP issues

• Strong judgment when determining whether to resolve an issue directly or escalate it

• Clear communication skills and the ability to support users effectively under pressure

• Strong documentation skills with experience maintaining detailed support tickets

• Self-motivated and reliable with the ability to independently manage a remote support queue

Preferred Skills & Qualifications

Nice-to-have skills that would make a candidate more competitive but are not required.

• Experience supporting Eclipse across multiple branches or locations

• Experience with RF warehouse tools or other Eclipse-related add-ons

• Experience working with help desk ticketing systems and SLA-driven support environments

• Background supporting an electrical, industrial, wholesale, or other distribution organization

• Experience identifying recurring ERP issues and helping develop knowledge-base resources or process improvements