ERP Software Customer Support

Job Responsibilities

· Act as the first point of contact for internal or external users experiencing issues with the ERP system (e.g., SAP, Oracle, Microsoft Dynamics, NetSuite).

· Respond to inquiries via email, phone, or support ticket systems regarding system navigation, data entry, and module usage.

· Provide guidance and basic troubleshooting for functional modules (e.g., finance, inventory, sales, HR, procurement).

· Log and categorize support requests accurately in a ticketing system.

· Troubleshoot and resolve common ERP issues or escalate to higher-level technical teams when necessary.

· Follow up with users to ensure issues are resolved to satisfaction.

· Maintain clear records of user issues, resolutions, and system changes.

· Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information.

· Adhering to the company’s policies and procedures at all times when assisting clients.

· Assist in developing and updating ERP help guides, FAQs, and internal documentation.

· Support training sessions or onboarding for new ERP users.

· Assist in the creation of training materials and user manuals.

· Collaborate with ERP consultants, business analysts, and IT support teams to report bugs, suggest improvements, and implement updates.

· Provide user feedback to ERP project teams to improve system performance and usability.

Job Requirements:

· Bachelor’s degree in Business Administration, Information Technology or any related field.

· Minimum of 3 years of experience in a customer service, IT help desk, or ERP support role.

· Basic understanding of ERP systems and business processes such as accounting, logistics, or HR.

· Strong communication and interpersonal skills.

· Proficient with Microsoft Office Suite and comfortable using support ticketing systems.

· Exposure to ERP systems like SAP, Oracle ERP, Microsoft Dynamics, NetSuite, Infor, or Odoo.

· Experience with remote desktop tools or support platforms (e.g., TeamViewer, Zendesk).

· Ability to learn ERP system functionality quickly and explain it clearly to users.

· Knowledge of common ERP modules and their workflows.

· Client-oriented mindset with patience and professionalism.

· Strong problem-solving and multitasking abilities.

· Willingness to learn new technologies and systems.

· Ability to work independently or as part of a team in a fast-paced environment.

Job Type: Full-time