Technical Support Specialist

As Customer Support / Technical Support Executive, you will serve as the first line of assistance for our ERP users, ensuring smooth resolution of technical and functional issues related to modules like accounting, billing, inventory, payroll, taxation, etc. You will work closely with product, QA, and implementation teams to deliver prompt and high-quality support, contributing to overall customer satisfaction and product improvement.

Key Responsibilities

• Provide timely and accurate support to clients via phone, email, ticketing systems, or chat.
• Understand and resolve issues related to ERP modules (Finance, Inventory, HR, CRM, etc.).
• Troubleshoot functional errors, data mismatches, or configuration issues.
• Guide users through workflows, configurations, and usage best practices.
• Log and track support cases, escalating complex issues to L2/L3 or product teams.
• Document common issues and resolutions in the knowledge base/FAQs.
• Follow SLA and response time commitments rigorously.
• Collect user feedback to identify patterns, suggest product improvements, or raise bugs.
• Assist in UAT, client onboarding, or training sessions when required.

Required Skills & Qualifications

• Bachelor’s degree in Commerce, Computer Science, IT, or related field.
• 1–3 years of experience in technical/customer support, preferably in ERP, SaaS, or enterprise software.
• Good understanding of ERP modules such as Accounting, GST, Payroll, Inventory, etc.
• Familiarity with ticketing tools.
• Excellent verbal and written communication skills in English and Hindi (additional languages a plus).
• Strong problem-solving and analytical thinking skills.
• Ability to stay calm under pressure and manage multiple support queries effectively.

Preferred Skills (Not Mandatory)

• Knowledge of accounting principles or experience with accounting software
• SQL basics for database queries and troubleshooting.
• Experience in supporting cloud-based applications or SaaS platforms.

Career Growth Path

• Support Executive → Sr. Support Analyst → Team Lead – Support → Manager – Customer Success
• Option to move laterally into Product QA, Implementation, or Training based on aptitude.

Job Types: Full-time, Permanent, Fresher

Pay: ₹14,826.18 - ₹42,827.64 per month

Benefits:

• Health insurance

Shift:

• Day shift
• Morning shift

Work Days:

• Monday to Friday
• Weekend availability

Work Location: In person

Expected Start Date: 07/07/2025