L1 Support – ERP Tech - Pune - Kapstag Workforce Solutions Private Limited

    Kapstag Workforce Solutions Private Limited
    Kapstag Workforce Solutions Private Limited Pune

    6 hours ago

    Full time
    Description

    About 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.


    • Application support (L1–L2):

    o Reproduce issues, collect logs/screenshots, document steps.

    o Escalate well-documented bugs to L2/Engineering with clear impact & priority.


    • Onboarding & training:

    o Set up new accounts, roles, and permissions as per SOP.

    o Deliver group/user training; publish quick reference guides and FAQs.


    • Customer relationship:

    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


    • Documentation & process:

    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.


    • Operational hygiene:

    o Adhere to SLAs, severity definitions, handover notes, and shift discipline.

    o Safeguard data privacy and access controls as per policy.

    Education


    • Any Bachelor degree

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