Job Description:
COMPANY INTRODUCTION

StrategicERP IT solutions are developed to provide end-to-end

process automation and an information management system

with tremendous customization for the Real Estate and

Manufacturing Industry. We have a total employment of 250 and

we are dealing with 600 clients as of now. We have Head Office

In Mumbai and other branches include Delhi, Ahmedabad,

Bangalore, Pune and Hyderabad.

e plan to hire two support coordinators whose primary responsibility will be to handle customer communication and first-level support without requiring deep product or technical development knowledge.
Their role will include the following:
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Reviewing the list of customer-reported issues and comparing them with the standard known product errors and the corresponding standard resolution timelines provided by the development team.

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Informing customers clearly about:
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Issues that are already known and documented in the product

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Expected resolution timelines

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Issues that are not part of the existing product scope





These support coordinators will not troubleshoot or debug technical problems themselves. Instead, they will:
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Advise customers to engage a developer or technical resource when an issue requires investigation

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Communicate to customers that such investigations will require research and root cause analysis, and that payment for the required resource must be arranged before the work begins

If, after proper investigation, it is found that the issue originated from the product and not from the customer’s workplace or usage, we will issue an appropriate credit note to the customer.
However, for any issue that is not listed among standard product errors, it must be escalated immediately by these two coordinators to the concerned internal team for further action.
The objective of this role is to ensure:
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Clear and consistent communication with customers

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Proper expectation management

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Faster resolution routing

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Reduce

📌 Support Coordinator (Mumbai)
🏢 ITAakash Strategic Software
📍 Mumbai