Role Overview:
The Functional Support Executive will act as the first line of support for clients using Xoro ERP, ensuring smooth day-to-day operations across modules like Sales, Inventory, Warehouse, Finance, and Integrations. This role requires a strong understanding of ERP workflows, excellent problem-solving skills, and the ability to communicate effectively with clients.
Key Responsibilities:
1. Client Support & Ticket Handling
• Handle L1/L2 support tickets via helpdesk (issues, service requests, enhancements).
• Diagnose functional issues across ERP modules (Sales, Purchase, Inventory, Finance, Warehouse).
• Ensure timely resolution based on defined SLAs and priorities.
• Provide regular updates to clients on ticket progress.
• Identify root causes of issues and suggest functional workarounds or fixes.
3. Client Communication
• Act as a bridge between clients and internal technical teams.
• Gather explicit requirements and convert them into actionable tasks.
• Conduct client calls for issue clarification, resolution walkthroughs, and training.
4. Collaboration with Technical Team
• Raise well-documented tickets for L3/dev team with proper RCA and replication steps.
• Work closely with developers on bug fixes, enhancements, and integrations.
• Validate fixes in staging/production before closure.
5. Documentation & Knowledge Management
• Create and maintain SOPs, knowledge base articles, and troubleshooting guides.
• Document recurring issues and solutions for faster resolution.
6. Monitoring & Continuous Improvement
• Track recurring issues and suggest process/system improvements.
• Support UAT (User Acceptance Testing) for new features/releases.
• Ensure data accuracy and proces
📌 Fuctional Support (India)
🏢 Xorosoft
📍 India
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