Senior Customer Support Manager - L1

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Experience :
9 + years of experience
Location :
We are looking for individuals who have a passion for making a difference in the lives of people around the world! Responsibilities include:
  • Monitor and lead the Customer support team.
  • 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
  • Bachelor’s degree or equivalent work experience required; advanced degree preferred
  • Minimum 7 years of ERP Customer Support/Implementation experience.
  • Being able to handle both technical and functional areas.
  • Demonstrated proficiency of enterprise resource planning (ERP) systems highly desired. Proven ability to learn, understand, and apply new systems and software.
  • Successful track record of functional expertise in one or more of the following areas:
  • Experienced in delivering training in various formats including classroom, one-on-one, and remote.
  • Updating patches on to client servers.
  • Ability to meet SLAs by providing solutions on time.
  • User training / retraining.
  • Expert in Problem diagnosis and trouble shooting and Issues Management. Experience in handling Product Upgrades (Major as well as minor). Connect with client senior management.
  • Connect with client senior management.
  • Contract renewal, invoicing and collection.
  • Collect customer feedback and derive action items and execute them to customer satisfaction.
  • Exposure to Web applications in MS platform - SQL 2008 / 2012, ASP / ASPX, IIS.
  • Prior ERP knowledge is added advantage. Preferably real estate ERP would be good.
  • Ability to grasp, interrelationships between management requirements and ERP solutions.
  • Experience on ERP Tally 9 would be added advantage.
  • Good working knowledge of networks, servers / hardware
  • Skilled in understanding customer needs and providing quality customer service
  • Excellent oral and written communication and presentation skills in English
  • Strong critical thinking, analytical, and problem-solving skills
  • Strong interpersonal skills, especially a customer service-oriented attitude
  • Ability to multitask with strong attention to detail, organization, and time management
  • Ability to adapt to shifting priorities, demands, and timelines.
  • Willingness to travel.
  • Demonstrated leadership, versatility, and integrity

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