ERP Support Officer - Gicoh

Job Description

The ERP Support officer is a crucial hybrid role that combines deep technical support skills with a strong understanding of business processes. You will serve as the first point of contact for our business users and external customers, providing expert-level support for our suite of software products, with a heavy focus on our ERP system

Responsibilities:
1. Act as the first point of contact for resolving software issues reported by business users and customers.
2. Provide technical support for our ERP system, helping users with navigation, processes, and data-related queries.
3. Troubleshoot and diagnose application errors by monitoring system logs and performance dashboards.
4. Use basic SQL skills to query databases for troubleshooting and data verification purposes.
5. Document clear steps to replicate issues and escalate complex bugs to the development team.
6. Create and update knowledge base articles for common solutions to improve user self-service.
7. Guide users through business process flows within the software (e.g., creating a sales order).
8. Test software fixes and new features in a test environment before they are released.
9. Collaborate with team members to share knowledge and find solutions faster.
10. Develop a strong understanding of our software and the business needs it serves.