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Join our dynamic customer support team as a Support Consultant! You'll be instrumental in ensuring our ERP system customers receive exceptional service, playing a key role in finding the solutions for the ERP functional issues, managing the resolutions of technical issues, collaborating with cross-functional teams, ensuring effective communication between internal and external stakeholders, and optimizing processes to enhance the overall support experience. If you're passionate about problem-solving and collaboration, we want to hear from you.

Key Responsibilities

• Manage escalated ERP-related issues, collaborating with technical teams to ensure timely resolution and minimal disruption to business operations.
• Analyze and troubleshoot complex functional and system issues, identify root causes, and implement solutions.
• Efficiently troubleshoot and resolve ERP system-related issues, ensuring all client Service Level Agreements (SLAs) are met.
• Interact with software providers and vendors to coordinate functional and technical support, troubleshoot issues.
• Conduct in-depth analysis of reported issues, including root cause analysis, to identify underlying problems and prevent recurrence.
• Collaborate with technical teams to troubleshoot and resolve complex problems, applying in-depth knowledge of the ERP system's functionalities.
• Develop and deliver training materials and sessions for end-users on ERP functionalities and new features.
• Participate in testing enhancements, and system upgrades to ensure functional integrity and alignment with client requirements.
• Serve as the primary functional point of contact for clients, build strong, trusted relationship.
• Proactively communicate status updates, manage expectations, and ensure client satisfaction throughout the support lifecycle.
• Understand client business processes and challenges to provide tailored solutions and recommendations.
• Work closely with project teams, technical consultants, and sales teams to ensure seamless handovers from implementation to support, and to identify potential upsell opportunities.
• Ensure a high level of customer satisfaction by delivering timely and effective support services.
• Ability to work closely with peers and users to deliver optimum service.
• Ability and willingness to participate in a mandatory standby rotation to provide support on weekends and public holidays.

• Bachelor's degree in computer science, information technology, or related field (or equivalent experience).
• Requires a minimum of two years of experience in supporting ERP-related field.
• Demonstrate proficiency in administration and communication skills, including excellent verbal and written communication skills.
• Profound understanding of ERP systems and their core modules.
• LCCI Level II or equivalent accounting knowledge is an advantage.
• Strong analytical, problem-solving, and critical thinking abilities, with a keen eye for detail.
• Experience with ticketing systems.
• Customer-focused mindset with a strong commitment to delivering exceptional service.
• Ability to work independently, prioritize tasks, and manage multiple client engagements simultaneously.
• Technical proficiency in software and technology troubleshooting.
• Exceptional communication in English/Burmese and interpersonal skills.
• Experience with customer relationship management.
• Confidence and ability to understand and navigate new technology quickly.
• Ability to multi-task and manage time effectively.