Technical Support

Act as the first point of contact for all stakeholder issues and requests. Collect, document, and classify issues into categories: technical bugs, unclear business requirements, or new feature requests. Provide initial troubleshooting and resolve common technical problems directly. Escalate complex issues to Product Owners or technical teams with clear documentation. Maintain and manage a ticketing/issue tracking system to ensure accountability and timely resolution. Monitor ERP system performance and proactively identify potential issues. Prepare weekly and monthly reports on issue trends, resolution times, and stakeholder satisfaction. Develop and maintain a knowledge base (FAQs, troubleshooting guides, ERP usage tips). Conduct user training sessions and provide guidance on ERP modules (Finance, POS, Inventory, HR). Support post‑delivery ERP operations by handling stakeholder concerns without disrupting Product Owners. Assist in system testing and validation during upgrades or new module deployments. Ensure compliance with company policies and ERP standards in all support activities. Continuously improve support processes by suggesting workflow enhancements and automation opportunities.