L1 Support – ERP Tech
Kapstag Workforce Solutions Private LimitedPuneAbout the role :
You'll be the first line of help for our ERP customers—resolving issues, guiding users, and owning their experience end-to-end. The role blends L1 tech support (triage, troubleshooting, ticketing) with customer relations (onboarding, training, feedback, and retention). Growth path to L2 Application Support / Customer Success Manager.
Key responsibilities
- Customer assistance (L1) :
o Acknowledge and triage tickets (email / phone / WhatsApp / portal).
o Troubleshoot login, data entry, Customer Query, and basic UI issues.
o Provide 'how-to' guidance, product walkthroughs, and details regarding how to use ERP software and features of software.
o Reproduce issues, collect logs / screenshots, document steps.
o Escalate well-documented bugs to L2 / Engineering with clear impact & priority.
o Set up new accounts, roles, and permissions as per SOP.
o Deliver group / user training; publish quick reference guides and FAQs.
o Own customer follow-ups till resolution; manage expectations and SLAs.
o Capture feature requests and usability feedback; close the loop post-release.
o Run periodic health checks with key accounts to reduce churn.
o Customer follow ups for new account and closing of accounts
o Keep tickets, solutions, and Knowledge Base up to date.
o Maintain runbooks for common incidents (printing, IIS / Windows service restarts, cache clear, etc.).
o Contribute to release notes and UAT test scenarios.
o Adhere to SLAs, severity definitions, handover notes, and shift discipline.
o Safeguard data privacy and access controls as per policy.
Education
Skills Required
Technical Support, Erp, Customer Relations, Trouble Shooting, triage, Ticketing
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