ERP Support Executive

SB GROUP; Kampung Baru Balakong; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company is seeking a dedicated Technical Support Specialist to ensure the smooth operation of ERP systems. This role involves diagnosing and resolving technical issues, conducting training for end-users, and performing maintenance tasks. Candidates should be proactive, able to work under pressure, and available outside standard working hours to meet business needs.

Qualifications

• Ability to work under pressure and provide support after office hours.
• Strong time management skills and ability to handle multiple tasks.

Responsibilities

• Provide first-line technical support for ERP system users.
• Manage IT tickets and ensure resolution within response timelines.
• Conduct on-site support as required during weekends and after hours.

Skills

Problem-solving

Time management

Technical support

Job description

Job Summary: This role is responsible for providing technical support and ensuring the smooth

operation of ERP systems across multiple platforms. This position will possess quality problem-

solving skills, a proactive mindset, and the ability to work under pressure. In addition, requires the

ability to provide support after office hours and on weekends, ensuring that all technical issues are

resolved promptly.

Key Responsibilities

• Provide first-line technical support for ERP system users, including diagnosis and
  
  
  

troubleshooting of reported issues.

• Manage and resolve IT tickets, WhatsApp messages, and other communication channels,
  
  
  

ensuring responses are provided within 2 hours and solutions are delivered within 3

working days.

• Provide ongoing system maintenance, including software updates, patches, and backup
  
  
  

operations as scheduled.

• Coordinate with users and vendors to understand technical requirements and ensure
  
  
  

alignment with business needs.

• Conduct on-site support as required on an ad hoc basis, particularly during weekends and
  
  
  

after office hours, to ensure seamless system operation.

• Work closely with vendors to resolve complex technical issues within 5 working days.
• Perform gap analysis and provide solutions to streamline ERP processes and enhance
  
  
  

system functionality.

• Facilitate training sessions for end-users to ensure they can effectively use ERP systems.
• Create and maintain detailed technical documentation, including SOPs, system manuals,
  
  
  

and issue resolution logs.

• Ensure adherence to KPIs, including the timely resolution of IT issues, system
  
  
  

performance, and user satisfaction metrics.

• Assist in the integration of new systems and applications with the existing ERP
  
  
  

infrastructure.

Key Performance Indicators (KPIs)

• Response Time: IT Ticket/WhatsApp messages require a response within 2 hours
  
  
  

included after office hours.

• Resolution Time: Issues reported through IT tickets and WhatsApp must be resolved and
  
  
  

provided with a solution within 3 working days and vendor within 5 working days.

• Customer Satisfaction: Deliver prompt and effective solutions that meet business needs.
  
  
  

Additional Requirements

• Working day from Tuesday to Saturday
• Willingness to work outside of standard office hours, including weekends and public
• holidays, and travel for on-site support if required by business needs.
• Strong time management skills, with the ability to handle multiple tasks simultaneously and
• prioritize effectively.
• Adherence to KPIs and performance metrics related to issue resolution and customer
• satisfaction.
  
  
  

Interested candidates please submit your application through Jobstore