L2 Product Support Specialist - (ERP)

Your 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
technologies.
Educational Qualifications:
● Bachelors degree in a relevant field (or equivalent work experience).
What are we looking for

ERP Expertise: 2 3 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

Professional traits:
● Flexibility to work in shifts.
● Excellent escalation and stakeholder management skills.
● A super motivated, go-getter attitude with a problem-solving mindset.
● Clarity of thought and resilience under pressure