Technical Support Executive

Job Description: Support Executive – IEV ERP Support 1. Position Overview The Support Executive for IEV ERP Support will be responsible for providing functional and technical assistance to end-users of the PCSOFT IEV ERP system. The role requires understanding user issues, providing timely resolution, coordinating with internal teams, and ensuring smooth post–Go-Live operations under AMC/Support SLA guidelines. 2. Key Responsibilities A. Customer Support & Issue Resolution - Serve as the first point of contact for customers using IEV ERP modules. - Log, track, analyze, and resolve customer issues within defined SLAs. - Provide remote and on-site support as needed. - Troubleshoot functional issues related to modules such as Finance, Inventory, HRMS, Production, Sales, etc. - Coordinate with technical and development teams for escalated issues and ensure closure. - Communicate resolution steps clearly to customers.   B. ERP Functional Assistance - Guide users on ERP workflows, processes, and best practices. - Update configuration settings under guidance from senior team members. - Support new feature rollouts and assist customers during version upgrades.   C. Documentation & Reporting - Maintain daily support logs, ticket status, and RCA documentation. - Prepare weekly/monthly reports on support activities and SLA compliance. - Document FAQs, solutions, and process notes for internal knowledge base.   D. Training & User Engagement - Conduct user training sessions (remote or on-site). - Help users adopt new modules, enhancements, or business process changes. 3. Required Skills & Competencies Technical Skills - Basic understanding of ERP systems. - SQL knowledge (preferred but not mandatory). - Ability to analyze logs, screenshots, and transaction flows.   Functional Skills - Understanding of Accounting, Procurement, Inventory, or Manufacturing business processes. - Ability to map customer requirements to ERP features.   Soft Skills - Excellent communication and customer-handling skills. - Strong problem-solving and analytical thinking. - Ability to work independently and in teams. - Time management and multitasking abilities. 4. Qualifications - Bachelor’s degree in Commerce, Computer Applications, IT, Engineering, or related field. - 1–3 years of experience in ERP support or customer service. - Experience in IEV/PCSOFT ERP will be an added advantage. 5. Additional Requirements - Willingness to travel for client-site support when required. - Flexibility to work under SLA-based timelines. - Ability to learn new modules and technologies quickly.