Description

Duties & Responsibilities

• Provide ERP functional support through phone, email, and chat by diagnosing system issues, troubleshooting problems, and recommending effective solutions.
• Follow established procedures to troubleshoot client-server and cloud-based software issues, including application, configuration, connectivity, and integration concerns.
• Investigate issues that cannot be resolved through standard procedures and apply sound judgment, technical product knowledge, and customer-centric communication to identify corrective actions.
• Document customer issues in detail, including symptoms, troubleshooting steps, system conditions, replication procedures, root-cause findings, and resolutions.
• Manage and respond to escalated issues, coordinating with technical support, development, cloud operations, customer experience, sales, and other internal teams as needed.
• Stay current with software releases, updates, product changes, known issues, and support procedures to provide accurate and timely customer assistance.
• Address concerns raised by other departments and provide clear updates, technical guidance, and recommended next steps.
• Create, maintain, and use knowledge base articles, frequently asked questions, troubleshooting guides, and other support documentation.
• Provide guidance and support to team members while contributing to the continuous improvement of support processes and best practices.

Knowledge, Skills & Abilities

• Strong ERP troubleshooting, functional support, problem-solving, and analytical skills.
• Ability to diagnose software issues across client-server and cloud-based environments using structured troubleshooting methods.
• Working knowledge of Microsoft SQL, web servers, network printers, and Android/iOS devices.
• Strong written and verbal communication skills, with the ability to explain technical information clearly and interact professionally with customers and internal stakeholders.

Qualifications

• Experience providing software, ERP, application, help desk, or technical customer support.
• Experience troubleshooting databases, web applications, networks, peripherals, mobile devices, or cloud-based software is preferred.
• Experience documenting technical issues, creating replication steps, and maintaining support knowledge articles.
• ERP product experience, Microsoft SQL experience, or familiarity with integrations and system configuration is preferred.

Key Skills

Education

Any Graduate