Helpdesk Support Staff (ERP Products)

Job Description:

1. Serve as the first point of contact (L1) for client inquiries, issues, and complaints related to our ERP products via ticketing system, email, chat, and phone.
2. Log, categorize, and prioritize all incoming tickets accurately and completely in the ticketing system.
3. Resolve common user requests and known issues by following standard operating procedures (SOPs) and the internal knowledge base.
4. Perform initial triage on reported issues: gather relevant details (module, transaction, error message, screenshots, steps to reproduce) before escalation.
5. Escalate unresolved or complex cases to the appropriate functional consultant or technical/development team with clear, well-documented escalation notes.
6. Monitor and follow up on escalated tickets to ensure resolution within the agreed Service Level Agreement (SLA), and keep clients informed of progress.
7. Verify resolutions with clients before closing tickets and document the solution for the knowledge base.
8. Prepare periodic reports on ticket volume, resolution time, SLA compliance, and recurring issues.
9. Contribute to improving support SOPs, FAQ documents, and user guides based on recurring patterns.
10. Support user administration tasks (e.g., account requests, access issues) according to SOP.

Qualifications:

1. Hands-on experience with ticketing/helpdesk systems (e.g., Salesforce, Freshdesk, Zendesk , Tawk.to, or similar).

2. Proficient in Microsoft Excel / Google Sheets (data entry, basic formulas, pivot tables) for logging and reporting.

3. Willing to learn ERP concepts and business processes (finance/accounting, inventory, procurement, logistics) through internal training.