ERP Support Analyst

Xceedance; Gurugram District; Hybrid; INR 350,000 - 480,000; Full time

Job summary

Xceedance is seeking a diligent support analyst to handle Level 1 and Level 2 analysis, troubleshoot issues, and resolve product queries for clients. You will coordinate with internal teams, outsourced partners, and onsite staff to ensure timely communication and service continuity.

The role involves maintaining up-to-date technical information, implementing workarounds, and driving RCA while ensuring SLAs exceed customer expectations. Strong communication under pressure is essential.

Qualifications

• Excellent communication skills and ability to work effectively under pressure during high-priority incidents.
• Proficient at producing help documents for repetitive queries and maintaining clear technical info.
• Experience with production support and corporate processes is beneficial.

Responsibilities

• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
• Responsible for handling product queries.
• Handling all the communication related to support queries.
• Coordinating the issues internally and with outsourced partners, service providers and onsite teams.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
• Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
• Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with business and partners.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Ensuring SLAs to better level than customer contract.
• To execute tasks allocated by the reporting manager in a timely manner
• Coordination with Business/partner SPOC for all technical aspects
• Multitask and handle various tasks based on priority
• Coordination with L3 team(Vendor/partners)
• Incident management, reporting, RCA preparation

Skills

Excellent communication

Under pressure

Multitasking

Tools

Access Control System

NetSuite

Concur

Job description

Responsibilities

• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
• Responsible for handling product queries.
• Handling all the communication related to support queries.
• Coordinating the issues internally and with outsourced partners, service providers and onsite teams.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
• Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
• Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with business and partners.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Ensuring SLAs to better level than customer contract.
• To execute tasks allocated by the reporting manager in a timely manner
• Coordination with Business/partner SPOC for all technical aspects
• Multitask and handle various tasks based on priority
• Coordination with L3 team(Vendor/partners)
• Incident management, reporting, RCA preparation

Job Requirements:

• Understanding of production support and corporate function processes.
• Proficiency in creation of help documents for repetitive queries.
• Excellent communication skills with ability to work effectively under pressure during high-priority incidents.
• Prior work experience on Acess Control System/ Netsuite or Concur is preferred