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
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