You will support customers using our ERP software by answering calls, resolving issues, guiding them on features, and escalating technical problems to developers. You will also test new modules, check bugs, and ensure smooth system performance.

Key Responsibilities:

Customer Support (Phone & Ticketing)

Answer customer calls and provide step-by-step ERP guidance.
Understand customer issues and resolve them on call or through ticketing.
Log all issues properly with screenshots, details, and steps to reproduce.
Follow up with customers until the issue is fully resolved.
Educate users on accounting module, inventory, sales, HR, CRM, and other ERP functions.
Track open tickets and ensure timely closure.

Quality Assurance & Software Testing

Test new features, bug fixes, modules, and improvements before release.
Perform functional testing, UAT, regression testing, and negative testing.
Check accounting module accuracy (ledgers, journal entries, VAT, cash/bank, payables/receivables).
Document issues and share reports with developers.
Re-test completed tasks and confirm resolution.
Ensure all modules meet business and accounting logic.

Communication & Coordination

Coordinate with developers to ensure quick closure of customer issues.
Update customers once fixes are completed.
Maintain proper documentation of bugs, fixes, and support calls.
Work closely with project managers during new branch onboarding or go-live events.

Training & Improvement

Provide basic training to new customers when required.
Suggest improvements in UX, workflows, and system stability.
Create simple help guides and FAQs when asked.

Required Skills

Strong understanding of ERP systems.
Deep knowledge of Accounting Module:
Ability to troubleshoot software issues on call.
Experience in software testing or QA.
Good communication and customer service skills.
Ability to work under pressure and multitask.

Qualifications

B.Com, BBA, MBA (Finance/Accounting), or related degree.
Experience in ERP support or QA preferred.
Familiar with ticketing tools and testing processes.

KPIs

Ticket closure time
Customer satisfaction score
Zero errors in testing
Accuracy in accounting verification
Response time for support calls Role & responsibilities

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