AI ERP Support Analyst

WIZ ASIA SDN .BHD; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur seeks an AI ERP Support Analyst to deliver outstanding client support for Odoo ERP and AI-enabled features. The role entails managing tickets, ensuring compliance with Service Level Agreements, and providing functional support across various modules of Odoo. Ideal candidates will possess a degree in IT or related fields, 1-3 years in ERP/application support, and familiarity with Odoo is preferred. Strong communication skills and teamwork are essential for success.

Qualifications

• Proficient in managing and resolving tickets in a timely manner.
• Experience supporting ERP workflows and incident handling under SLA.
• Strong analytical and presentation skills.

Responsibilities

• Manage all reported problems until confirmed out-of-scope.
• Support users with common Odoo issues across various modules.
• Assist users in understanding and utilizing AI features within Odoo.

Skills

Ticket Management

Odoo Functional Support

AI Features Support

Reporting and Data Analysis

Structured Troubleshooting

Communication Skills

Problem Solving

Teamwork

Education

Diploma or Bachelor’s Degree in IT, Information Systems, Computer Science

1–3 years in ERP/application support (L1/L2)

Tools

Odoo ERP

SQL Accounting

Job description

As an AI ERP Support Analyst, you are the front line for client support on Odoo ERP + AI-enabled features ensuring high level customer satisfaction. You own tickets end-to-end: intake, triage, troubleshooting, restoration/workarounds, escalation, closure, and monthly reporting. Monitor and ensure adherence to client Service Level Agreements (SLAs) regarding response times, updates, escalation procedures, and resolution timelines.

Essential Duties and Responsibilities

1. Ticket Management (SLA Driven)
   1. Own and manage all reported problems until confirmed out-of-scope.
   2. Perform structured triage and troubleshooting: identify, classify, investigate, diagnose, recover, resolve.
   3. Restore service fast using temporary fixes/workarounds while driving a permanent fix.
   4. Escalate complex issues to the right level and follow through until closure.
   5. Ensure timely responses and resolutions.
2. Odoo Functional Support (core scope)
   • Support common Odoo issues across modules (Accounting, Sales/CRM, Purchase, Inventory, HR, Projects, Timesheets and other modules).
   • Handle user/admin requests: access rights checks, role/group issues, company/multi-company access, basic configuration guidance.
3. AI Features Support (within Odoo)
   • Assist users in understanding and correct use of AI features and troubleshoot as they may arise.
   • Capture evidence for escalation: prompt/response, record references, timestamps, screenshots/logs.
4. Reporting
   1. Ensure that all ticket statuses, updates, actions taken, and issues encountered are accurately and promptly recorded in the Helpdesk module on a real-time basis to support reporting accuracy and auditability.
   2. Compile and analyse data for monthly reports on ticket resolution metrics, user feedback, and overall support performance to identify areas for improvement.
   3. Stay updated on latest ERP development and functionalities, company product offerings, and digital transformation trends to effectively perform daily operations.
   4. Participate in training sessions and knowledge-sharing initiatives to enhance personal and team capabilities.

Specific / Additional Tasks & Responsibilities

1. Comfortable supporting business users across common ERP workflows and handling data import/export issues.
2. Familiar with incident handling under SLA, structured troubleshooting, and producing clear written updates.
3. Good communication, presentation, analytical skills, problem solving and teamwork.
4. Experience in ERP, accounting systems (such as SQL Accounting), or CRM software is an advantage.
5. Interest in digital transformation, automation, and AI-driven business tools.
6. Ability to work collaboratively with sales and technical teams.

Education & Experiences

• Diploma or Bachelor’s Degree in IT, Information Systems, Computer Science, or equivalent practical experience.
• 1–3 years in ERP/application support (L1/L2).
• Familiarity with Odoo ERP, knowledge of AI technologies, customer service experience exposure is highly preferred.
• Candidates without a degree can still fit if they have solid ERP support experience and can demonstrate.