ERP Support Analyst

Responsibilities

• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
• Responsible for handling product queries.
• Handling all the communication related to support queries.
• Coordinating the issues internally and with outsourced partners, service providers and onsite teams.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
• Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
• Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with business and partners.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Ensuring SLAs to better level than customer contract.
• To execute tasks allocated by the reporting manager in a timely manner
• Coordination with Business/partner SPOC for all technical aspects
• Multitask and handle various tasks based on priority
• Coordination with L3 team(Vendor/partners)
• Incident management, reporting, RCA preparation

Job Requirements:

• Understanding of production support and corporate function processes.
• Proficiency in creation of help documents for repetitive queries.
• Excellent communication skills with ability to work effectively under pressure during high-priority incidents.
• Prior work experience on Acess Control System/ Netsuite or Concur is preferred