Erp Support Consultant

customer support representatives and oversee their daily activities

- Develop and implement customer support strategies and policies that align with the company's goals and objectives

- Establish and maintain an issue tracking and management system to ensure timely and effective resolution of customer inquiries and issues

- Develop and maintain an escalation matrix to ensure customer issues are handled in a timely and appropriate manner

- Conduct regular training sessions for the customer support team to ensure they are equipped with the necessary skills and knowledge to handle customer inquiries and issues

- Analyze customer feedback and provide recommendations to the product team to improve product functionality and customer satisfaction

- Manage customer support metrics, such as response time, resolution time, and customer satisfaction scores, and identify areas for improvement