Erp Software Support Manager

The Software Support Manager will be responsible for overseeing the support operations for ERP retail clients, ensuring smooth functioning of systems, timely resolution of issues, and high client satisfaction.

Key Responsibilities:

• Team Leadership:

Supervise and mentor the software support team, assign tasks, monitor performance, and ensure timely resolution of client issues.

• Client Support & Issue Resolution:

Oversee end-to-end client support processes including issue logging, tracking, troubleshooting, and escalation management.
Ensure all client issues are addressed promptly and effectively.

• ERP System Expertise:

Maintain a deep understanding of the company’s ERP modules, particularly for the retail domain (sales, inventory, POS, purchase, accounts, etc.).
Guide the team in diagnosing and resolving both functional and technical issues.

• Process Improvement:

Continuously review support operations to identify process gaps and implement improvements for efficiency and customer satisfaction.

• Coordination & Communication:

Work closely with the development, QA, and implementation teams to escalate and resolve recurring or complex issues.
Communicate technical feedback and enhancement suggestions from clients to the product team.

• Reporting & Documentation:

Maintain detailed logs of client issues, resolutions, and turnaround times.
Prepare periodic performance and SLA compliance reports.

• Training & Development:

Conduct regular training sessions for the support team and clients to enhance software understanding and minimize repeated queries.

• Client Relationship Management:

Foster positive client relationships through consistent follow-ups, ensuring customer retention and satisfaction.

Qualifications & Skills:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• Minimum 5–7 years of experience in software support, with at least 2 years in a managerial role within ERP or retail systems.
• Strong understanding of ERP functionalities in the retail domain (POS, inventory, accounting, etc.).
• Excellent leadership, problem-solving, and communication skills.

Timings : 9 AM - 6 PM

Working days : Monday till Friday

Onsite position

Job Type: Full-time

Pay: Rs85,000.00 - Rs110,000.00 per month

Work Location: In person