Responsibilities
- Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
- Responsible for handling product queries.
- Handling all the communication related to support queries.
- Coordinating the issues internally and with outsourced partners, service providers and onsite teams.
- Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
- Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
- Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with business and partners.
- Maintain all the connectivity and account details from a support perspective to provide effective support.




- Ensuring SLAs to better level than customer contract.
- To execute tasks allocated by the reporting manager in a timely manner
- Coordination with Business/partner SPOC for all technical aspects
- Multitask and handle various tasks based on priority
- Coordination with L3 team(Vendor/partners)
- Incident management, reporting, RCA preparation

Job Requirements:
- Understanding of production support and corporate function processes.
- Proficiency in creation of help documents for repetitive queries.
- Excellent communication skills with ability to work effectively under pressure during high-priority incidents.
- Prior work experience on Acess Control System/ Netsuite or Concur is preferred

📌 ERP Support Analyst (Gurugram)
🏢 XCEEDANCE
📍 Gurugram