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