Job Responsibilities
Act as the first point of contact for internal or external users experiencing issues with the ERP system (e.g., SAP, Oracle, Microsoft Dynamics, NetSuite).
Respond to inquiries via email, phone, or support ticket systems regarding system navigation, data entry, and module usage.
Provide guidance and basic troubleshooting for functional modules (e.g., finance, inventory, sales, HR, procurement).
Log and categorize support requests accurately in a ticketing system.
Troubleshoot and resolve common ERP issues or escalate to higher-level technical teams when necessary.
Follow up with users to ensure issues are resolved to satisfaction.
Maintain clear records of user issues, resolutions, and system changes.
Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information.
Adhering to the company's policies and procedures at all times when assisting clients.
Assist in developing and updating ERP help guides, FAQs, and internal documentation.
Support training sessions or onboarding for new ERP users.
Assist in the creation of training materials and user manuals.
Collaborate with ERP consultants, business analysts, and IT support teams to report bugs, suggest improvements, and implement updates.
Provide user feedback to ERP project teams to improve system performance and usability.
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