Client Support - L1

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Experience :
3 - 5 years of experience
Location :
Essential Skills/Qualifications:
  • Manage all the customers across the region.
  • Monitor the ERP support queues and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution
  • Actively identify and investigate system issues, provides resolution and follow-up to end users.
  • Resolve problems by clarifying the user’s question/issue, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
  • Conduct remote, classroom, and one-on-one ERP end-user trainings as needed.
  • Proactively work to improve existing support procedures, processes, and tools.
  • Coordinate with the ERP training team to ensure that current training content and materials meets end-user needs. Participates in the development of ERP training materials and tools when required.
  • Onboard and train new ERP support team members as needed.
  • Handle Contract renewal, invoicing and collection.
  • Foster and demonstrate a workplace inclusive of creating opportunity, serving others, building trust, innovation and exceeding expectations.
  • Perform other duties and responsibilities as assigned

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