ERP Client Support Executive

ERP Client Support Executive

Vacancy: 02

Company Overview

Invento Software Limited is a leading software development company based in Dhaka, Bangladesh, specializing in ERP solutions, custom software, web and mobile applications, POS systems, and digital transformation services. We help businesses streamline operations through innovative technology and exceptional client service.

We are looking for a proactive, customer-focused, and highly organized ERP Client Support Executive to ensure outstanding support and service delivery for our ERP and software clients. This role serves as the primary coordination point between clients and internal teams, ensuring every request is acknowledged, prioritized, assigned, followed up, and resolved within agreed service levels.

Key Responsibilities

• Act as the primary support contact for assigned ERP and software clients.
• Handle client queries through phone, email, WhatsApp, remote support, and other channels.
• Log, prioritize, monitor, and resolve support requests within defined SLAs.
• Provide functional support for ERP modules including Accounts, Sales, Purchase, Inventory, HR & Payroll, Manufacturing, CRM, and POS.
• Troubleshoot issues related to users, data, permissions, workflows, configuration, and system functionality.
• Coordinate with Business Analysts, ERP Consultants, Developers, and Project Managers for issue resolution.
• Conduct ERP training, demonstrations, and user guidance as required.
• Perform functional testing of fixes and assist with UAT.
• Handle client complaints and escalations while maintaining strong client relationships.
• Maintain support records, user guides, FAQs, and knowledge base documentation.
• Identify recurring issues and recommend improvements to Product and Development teams.
• Prepare basic support and SLA performance reports.

Key Performance Indicators (KPIs)

• SLA Compliance Rate
• First Response Time
• Average Resolution Time
• Customer Satisfaction (CSAT)
• Open & Aging Ticket Count
• Ticket Resolution Quality
• Client Retention & Service Excellence

Requirements

• Fluent spoken English with the ability to communicate confidently and professionally with local and international clients.
• Bachelor's degree in Computer Science & Engineering, Information Systems, Business Administration, or a related field.
• Minimum 2 years of experience in Customer Support, Service Delivery, Customer Success, Client Experience, ERP Support, or IT Support Coordination.
• Strong customer service, interpersonal, and relationship management skills.
• Excellent organizational, coordination, and follow-up abilities.
• Strong analytical and problem-solving skills.
• Ability to explain technical concepts in a simple, user-friendly manner.
• Ability to manage multiple client requests and prioritize tasks effectively.
• Proficiency in Microsoft Office and Google Workspace.

Preferred Qualifications

• Experience supporting ERP systems such as ERPNext, Odoo, SAP, Oracle, or similar enterprise applications.
• Experience using helpdesk or ticket management systems.
• Familiarity with SLA-based support environments.
• Basic knowledge of SQL, databases, or software troubleshooting.
• Experience providing remote support to local or international clients.
• Experience conducting software implementation support and end-user training.

Employment Details

• Employment Type: Full-Time
• Office Hours: Sunday–Thursday, 9:00 AM – 6:00 PM
• Work Location: New DOHS Mohakhali, Dhaka, Bangladesh
• Salary: BDT 30,000–40,000 (Based on experience and qualifications)

Compensation & Benefits

• Performance-based bonus
• Festival bonus
• Annual salary review
• Fully subsidized lunch
• Evening snacks
• Two weekly holidays
• Friendly, collaborative, and professional work environment
• Career growth and learning opportunities

What Success Looks Like

You ensure every client receives timely, professional, and transparent support. No important request goes unnoticed, critical issues are escalated promptly, SLAs are consistently achieved, and clients remain confident in the quality of our service. Through strong coordination and ownership, you help deliver an exceptional customer experience while enabling internal teams to perform efficiently.

Application Deadline: October 31, 2026

 Apply Now: https://forms.gle/NibsvVKGDdkCY3d19