ERP Product Support Analyst

iRely is looking for experienced ERP Software Product Support to be part of our ERP, Commodity Trading & Risk Management (CTRM), Petroleum Distribution, and Agriculture software solutions. This role is crucial in ensuring seamless Product Support experience, providing expert guidance, and delivering high-quality customer service.

We are seeking professionals with expertise in CTRM, Petroleum, or Agriculture who can work closely with stakeholders to drive successful implementations and optimize business processes.

Role & responsibilities

• Create, build, and retain a positive relationship with internal and external clients, to ensure support requests are promptly diagnosed and resolved.
• Contribute with ideas / solutions for continuous improvement of the support processes.
• Perform end-user support on all modules for all verticals.
• Resolve support tickets and service requests in a prioritized and timely manner.
• Track all problems and document resolutions in Help Desk ticket software
• Partner with Product/Project Management as well as development teams for solutions identified via reported problems
• Participate in daily and weekly meetings discussing department and company information with the team.
• Develop and update documentation for system modules, business processes and internal training.
• Coordinate and execute system testing when needed including managing UAP testing.
• Assign Severity and Impact to issues and assign the issue to the appropriate team member.

Preferred candidate profile

• Minimum 5 years working in technology.
• Call Center / Helpdesk experience.
• 2-3 years of experience supporting ERP/Accounting systems.
• Experience with Jira and other software tools and SQL queries.
• After hours on-call support rotation will be required.

Perks and benefits

Market Standard