Client Lead Role

1. Educational Background
Bachelor s degree in Information Technology, Computer Science, Business Administration, or a related field.
Relevant certifications in ERP systems (e.g., SAP, Oracle, Microsoft Dynamics) are a plus.

2. Experience
Experience in customer support or a similar client-facing role (typically 1-5 years).
Familiarity with at least one ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics).
Hands-on experience in troubleshooting and resolving ERP-related issues.

3. Technical Skills
Proficiency in using ERP software and understanding of its core modules (finance, HR, inventory, procurement, etc.).
Strong problem-solving and troubleshooting abilities.
Ability to understand and explain technical concepts to non-technical users.
Database knowledge (e.g., SQL) for issue diagnosis.
Familiarity with cloud-based ERP platforms is increasingly important.

4. Communication Skills
Excellent verbal and written communication skills to interact with clients effectively.
Ability to explain complex issues in a clear and concise manner.
Active listening skills to understand client needs and respond appropriately.
Strong customer service skills with a focus on building relationships and client satisfaction.

5. Analytical and Problem-Solving Skills
Ability to analyze user issues and identify root causes.
Strong troubleshooting skills to provide quick and effective resolutions.
Aptitude for understanding complex business processes and how ERP systems support them.

6. Time Management and Multitasking
Ability to handle multiple client cases and prioritize based on urgency and impact.
Organizational skills to track support tickets and follow up on pending issues.

7. Patience and Empathy
Ability to remain calm and empathetic when dealing with frustrated or upset clients.
Focus on providing a positive experience for users while resolving their issues.

8. Adaptability and Learning Ability
Willingness to stay updated on new ERP features, updates, and technologies.
Ability to adapt to changes in the ERP system, business processes, or client requirements.
Continuous learning mindset to enhance both technical and interpersonal skills.

9. Teamwork and Collaboration
Ability to work effectively in a team, collaborating with technical experts, consultants, and developers.
Comfortable in a cross-functional environment, ensuring clients needs are met by coordinating with different departments.

10. Documentation and Reporting Skills
Ability to maintain clear and detailed documentation of client issues, resolutions, and any follow-up actions.
Proficiency in ticketing systems (e.g., Jira) for tracking client support requests.

Soft Skills
Strong interpersonal skills to maintain positive relationships with clients.
Ability to work under pressure and handle high-stress situations effectively.
Attention to detail to ensure accurate data entry and issue resolution.

Required qualifications to be successful in this role:

Skills:

• Analytical Thinking
• Client Management
• Data Analysis