L2 Product Support Specialist - (ERP)

Role & responsibilities

• Incident Management: Serve as the primary point of contact for stakeholders to resolve complex ERP product-related issues through email, phone, and chat.
• Troubleshooting: Investigate, analyze, and resolve L2-level ERP issues, coordinating with cross-functional teams (engineering, development, QA) for timely resolutions.
• Documentation: Maintain accurate records of all interactions, issues, and solutions using customer support tools.
• Knowledge Sharing: Mentor junior team members, providing guidance to enhance their technical and problem-solving skills.
• Process Enhancement: Continuously update support documentation and contribute to building a robust self-service knowledge base for internal users.
• Stakeholder Engagement: Prioritize and escalate product change requests based on impact metrics such as issue volume, user base, and revenue implications.
• Industry Awareness: Stay updated on ERP best practices, emerging trends, and relevant

Preferred candidate profile

• Bachelors degree in a relevant field (or equivalent work experience).

What are we looking for:

• ERP Expertise: 25 years in product or technical support for ERP systems (preferably D365).
• Functional Knowledge: Strong understanding of Sales, Purchase, Production, and Inventory modules in an ERP system.
• Problem-Solving: Proven ability to debug and resolve complex ERP issues effectively.
• Technical Communication: Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
• Collaboration: Experience in managing escalations, coordinating with teams, and meeting stakeholder expectations.
• Customer Support Tools: Proficiency in using CRM/support tools to track, manage, and document customer issues.
• Mentorship: Previous experience in training or mentoring junior team members.
• Process Focus: Strong organizational skills, attention to detail, and ability to prioritize tasks in a fast-paced environment