* Confers with customers via phone, email or chat to diagnose technical and/or
system problem troubleshoot, repair and test solutions in the ERP
application. Fully documents and escalates if necessary.
* Follows procedures to troubleshoot client-server software application issues
that may involve Microsoft SQL, web servers, credit card payment terminals.
* Responds to situations where standard procedures have failed to isolate or
correct system or software failures through customer-centric interpersonal
skills and providing technical product knowledge.
* Stays up-to-date with software updates and/or changes to be able to provide
timely and accurate solutions to customers.
* Works on the issues related to Purchasing, Inventory Management, LOT/Bin
Management, Cycle Count, Physical Count, WMS.
* Should work on the issues like Item Data, PO data, Inventory Mismatch, Data
mismatch between WMS and ERP application.
* Works on the issues related to Sales orders, Invoices, RMAs, Inventory
Management, LOT/Bin Management, Sales History.
* Assists with system setup,
configuration, and/or use of programming and
integration tools and techniques that aid in the customization, extension and
integration of products.
* Addresses concerns brought up by other departments such as customer
experience or sales
* Assists in mentoring other team members.
* Contributes and uses department's knowledge base articles and FAQ's.
What you will likely bring:
* Ability to effectively communicate both verbally and in writing
* Customer experience skills including handling experienced users, irate users,
and users who prefer different modes of communication including calls, emails
* Knowledge of specific system application fundamentals and business processes
and ability to learn a complex Distribution ERP Application through
self-paced E Learning and Classroom Sessions as well
* Robust problem solving and troubleshooting skills with excellent
comprehension skills to ensure