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

- 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.
- ERP Functional Expertise
- Understand and troubleshoot end-to-end workflows:.
- Order-to-Cash (Quotation → Sales Order → Fulfillment → Invoice).
- Procure-to-Pay (Purchase → GRN → Billing).
- Inventory & Warehouse operations (cycle count, stock adjustments, bin movements).
- Identify root causes of issues and suggest functional workarounds or fixes.
- Client Communication
- Act as a bridge between clients and internal technical teams.
- Gather clear requirements and convert them into actionable tasks.
- Conduct client calls for issue clarification, resolution walkthroughs, and training.
- 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.
- Documentation & Knowledge Management
- Create and maintain SOPs, knowledge base articles, and troubleshooting guides.
- Document recurring issues and solutions for faster resolution.




- Monitoring & Continuous Improvement
- Track recurring issues and suggest process/system improvements.
- Support UAT (User Acceptance Testing) for new features/releases.
- Ensure data accuracy and process compliance within ERP.

Required Skills & Qualifications:

Functional Skills

- Strong understanding of ERP concepts and business processes.
- Knowledge of:.
- Sales & Distribution.
- Inventory & Warehouse Management.
- Basic Accounting (invoicing, GL impact, reconciliations).
- Experience with order lifecycle, returns, and fulfillment flows.

Technical/Tool Skills

- Familiarity with ticketing tools .
- Understanding of integrations (APIs, EDI – valuable to have).

Soft Skills

- Strong communication (written & verbal).
- Problem-solving and analytical thinking.
- Customer-first mindset with high ownership.
- Ability to handle pressure and prioritize tasks.

Experience Required

- 2–4 years in ERP support / application support / functional consulting.
- Experience in retail, e-commerce, or supply chain domain preferred.

KPIs / Success Metrics

- SLA adherence (response & resolution time).
- First-time resolution rate.
- Customer satisfaction (CSAT).
- Quality of documentation and RCA.
- Ticket backlog management.

Nice to Have

- Experience with retail/e-commerce workflows (Shopify, Amazon, etc.).
- Exposure to warehouse systems (WMS).
- Prior experience in fast-paced product companies.

Role Expectation (What Success Looks Like):
- You can independently handle most functional tickets.
- You understand how different ERP modules impact each other.
- Clients trust you as a reliable point of contact.
- You reduce dependency on dev team through strong functional debugging .

Additional Details

Work from office // Mohali // Onsite // PST timing

📌 Fuctional Support - ERP Operations (India)
🏢 Xorosoft
📍 India