Job Description

We are seeking a detail-oriented and customer-focused ERP Customer Support Manager to deliver prompt and effective assistance to clients using our ERP platform. The role requires handling queries across various modules including Manufacturing, Inventory, Finance, GST and more-ensuring seamless user experiences and high customer satisfaction in line with HostBooks' service standards.Key Responsibilities:- Serve as the first point of contact for customer queries related to ERP modules, with a focus on Manufacturing and Inventory, in addition to Finance, GST, HRMS, and others.- Understand functional workflows and guide users on the configuration and day-to-day use of ERP modules.- Resolve issues through phone, email, ticketing system, and remote sessions in a timely and professional manner.- Collaborate with product, QA, and engineering teams to escalate and resolve complex functional or system-related issues.- Log and track support cases accurately in the CRM or helpdesk system, ensuring proper documentation and follow-up.- Provide module-specific assistance, particularly on:- Manufacturing: BOM (Bill of Materials), Work Orders, Routing, Job Scheduling, Production Tracking.Inventory: Stock Management, Warehousing, Goods Receipt/Issue, Inventory Valuation, Reorder Levels.- Assist in the creation of user manuals, FAQs, and training guides to support self-service and onboarding efforts.- Gather user feedback to support continuous product and process improvement.Requirements:Education: Bachelor's degree in Commerce, Business Administration, Engineering, or Information Technology.Experience: 1-3 years of ERP customer support experience, preferably in a SaaS or enterprise software environment.Technical & Functional Skills:- Hands-on knowledge of ERP modules like Manufacturing, Inventory, Accounting, GST, or HRMS.- Understanding of business workflows and processes in manufacturing and inventory management.- Familiarity with CRM or helpdesk systems (e.g., Freshdesk, Zoho Desk, Jira).Soft Skills:- Strong communication skills in English and Hindi.- Analytical thinking and a problem-solving approach.- High patience and a customer-first mindset.Preferred Qualifications:- Prior experience supporting ERP systemsWhat We Offer:- A technology-driven, customer-centric work environment.- Learning and development opportunities across functional ERP domains.- Exposure to real-world ERP implementation and support scenario (ref:updazz.com)