Customer Support Executive

1. Level 1 Technical Support and Troubleshooting • Provide initial troubleshooting and resolution for user issues related to daily system operations across various enterprise software. • Resolve common queries related to user access, data entry, report generation, and process workflows. • Escalate complex or unresolved technical issues to Level 2 support or the respective Product/Development team, ensuring complete documentation of the problem, replication steps, and environmental details. 2. User Feedback and Requirements Capture • Actively gather, categorize, and document user feedback and pain points from all internal teams and end-users. • Capture detailed information regarding feature gaps, operational friction, or required enhancements within the company’s product ecosystem. • Organize and present structured user feedback to the relevant Product Managers for prioritization and incorporation into the product backlogs. 3. Training and Documentation • Assist in creating and updating user manuals, knowledge base articles, FAQs, and support documentation based on recurring support queries. • Conduct basic training sessions for new users on general software interface features, common navigation, and best practices for data integrity. • Guide users on the proper usage of foundational data setup and system settings. 4. Operational and Data Integrity Checks • Monitor daily support channels (e.g., ticket system, internal chat) to ensure fast response times and maintain high user satisfaction levels. • Assist users in validating and correcting data entry across key system entities. • Ensure all support activities adhere to established operational policies and data governance standards.

• 2+ years of experience in a Customer Support, Technical Support, or Application Support role, preferably within an enterprise software environment. • Proven ability to troubleshoot and resolve issues in complex business applications (e.g., ERP, HR/HCM, SCM). • Exceptional communication skills (written and verbal) and a strong customer-centric approach. • Highly proficient in using support ticketing systems and collaboration tools. • Demonstrated ability to manage multiple priorities and operate effectively in a fast-paced environment. Preferred Qualifications • Direct experience supporting software used in the Manufacturing, Distribution, or Enterprise sectors. • Familiarity with Agile/Scrum processes for escalating and tracking bugs/enhancements (e.g., JIRA). • Experience providing support within the logistics or fast-moving consumer goods (FMCG) sectors.