Team Lead, Application Support (ERP)

We are a leading provider of ERP in Asia Pacific and business software solutions, helping organisations streamline their operations through innovative technology and exceptional customer service.

We are looking for a proactive and customer-focused System Application Support Lead to lead our customer support function and build strong, long-term client relationships. If you are passionate about delivering outstanding customer experiences, leading a high-performing team, and driving continuous service improvement, we'd love to hear from you.

Job Description:
As the System Application Support Lead, you will lead the customer support function to deliver exceptional customer service and ensure customer success. You will build strong client relationships, manage escalated support issues, and collaborate closely with the implementation and technical teams to ensure timely issue resolution and high customer satisfaction.

Key Responsibilities:

·         Lead and manage the Application Support Analyst and Business Analyst to deliver high-quality customer support.

·         Serve as the primary escalation point for customer enquiries, issues, and service requests.

·         Lead the project and support teams to ensure timely resolution of customer issues.

·         Identify recurring customer issues and recommend process or product improvements.

·         Conduct customer follow-up sessions, health checks, and user guidance where necessary.

·         Prepare support reports, customer feedback analysis, and service performance metrics for management.

·         Mentor and coach Application Support Analyst and Business Analyst to enhance service quality and customer satisfaction.

·         Report to Hong Kong Headquarter.

Job Requirements:

·         Bachelor's Degree in Information Technology, Computer Science, Accounting, Finance, Business, or a related discipline.

·         Minimum 10 -15 years of experience in ERP Implementation, Application Support/ERP Support, or Technical Support.

·         Proven experience managing customer relationships and handling escalated customer issues.

·         Excellent verbal and written communication skills in English.

·         Strong problem-solving, coordination, and interpersonal skills.

·         Strong understanding of software applications, ERP systems, or business solutions.

·         Ability to work effectively under pressure and manage multiple priorities.

·         Strong leadership and people management skills.

Preferred Qualifications:

·         Experience supporting ERP, Accounting, Finance, or Business Management Systems.

·         Accounting or finance knowledge will be an added advantage.

·         Experience working with software implementation or consulting teams.

·         Familiarity with helpdesk or ticketing systems.

·         Experience in customer success strategy and service improvement initiatives.