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.