ERP Support Analyst

Wherefour, Inc.; United States; On-site; USD 70,000 - 95,000; Full time

Job summary

Wherefour, Inc. is seeking a detail-oriented ERP Support Analyst to serve as the primary contact for manufacturing customers worldwide. You will own incoming inquiries, lead troubleshooting, and communicate clear solutions while collaborating with internal teams.

The role emphasizes customer resolution, data-driven troubleshooting, and the creation of self-service resources to improve support. This is a 100% remote, full-time position open to US and Ontario, Canada applicants.

Qualifications

• Minimum of 2 years experience in technical support or a similar customer-facing role.
• Minimum of 1 year in a manufacturing environment.
• Undergraduate degree or equivalent combination of education and relevant experience.
• Comfortable being the first point of contact for onboarded customers.
• Ability to independently investigate and troubleshoot customer issues using documentation, system information, data, and internal resources to identify solutions.
• Familiarity with accounting software such as QuickBooks Online, Xero or other similar accounting systems.
• Comfortable working with data and spreadsheets for troubleshooting and customer support.
• Experience creating customer-facing documentation, knowledge-base content, or training materials is a strong asset.
• Experience with manufacturing software, ERP/MRP systems, inventory management, production environments, or manufacturing operations is a strong asset.
• Bilingual or multilingual proficiency.
• Ability to work effectively in a remote environment with a quiet workspace and reliable internet.

Responsibilities

• Serve as the first point of contact for manufacturing customers worldwide, providing timely, technically informed support.
• Lead troubleshooting efforts, investigate system behavior and data, and communicate effective solutions to customers.
• Lead live troubleshooting calls with customers and guide them through solutions.
• Identify recurring questions and issues to improve the customer experience and contribute to self-service resources.
• Collaborate with internal teams to resolve complex cases and influence product training and development.

Skills

Customer support

Troubleshooting

Communication

Time management

Analytical thinking

Proactive problem-solving

Multilingual

Remote work

Education

Undergraduate degree

Tools

QuickBooks Online

Xero

ERP/MRP systems

Job description

We are seeking a highly motivated, resourceful, and detail-oriented Enterprise Resource Planning (ERP) Support Analyst to join our growing team.

In this role, you will serve as a trusted first point of contact for manufacturing customers around the world, providing responsive, thoughtful, and technically informed support. Your customer portfolio will primarily consist of customers who have been using our system.

You will take ownership of incoming customer inquiries and technical issues, lead troubleshooting efforts, investigate system behavior and data, and leverage available documentation and resources to identify and communicate effective solutions. The role is highly technical, but the goal is always customer resolution and support.

You will regularly work through unfamiliar problems, ask the right questions, dig into system behavior and data, and collaborate with internal teams when issues require deeper investigation. You will also lead live troubleshooting calls with customers when needed, clearly explaining what you are seeing and guiding customers through solutions.

Beyond resolving individual support cases, you will look for recurring questions, issues, and trends that can improve the overall customer experience. You will help identify opportunities to improve our product and support processes, and contribute to educational and self-service resources that help customers better understand and use our platform. As a member of our support team, you will have a strong voice and opportunity to help guide our product development, training, and support initiatives.

This position is a strong fit for someone who enjoys solving technical problems and is energized by the variety and "mission critical" aspects of working with customers. Success in this role requires strong written and verbal communication, excellent time management, analytical and troubleshooting skills, technical expertise, a proactive approach to problem-solving, curiosity, and a genuine desire to understand how things work and help customers succeed.

You take ownership of challenges and are excited about our mission of helping our customers’ companies grow into “giants.”

100% Remote position, applicants need to be open to a flexible schedule.

Open to applicants in the US or Ontario, Canada.

QUALIFICATIONS:

• Minimum of 2 years experience in technical support, customer support, client services, SaaS support, or a similar customer-facing role, preferably involving software troubleshooting or technical problem-solving.
• Minimum of 1 year in a manufacturing or related environment.
• Undergraduate degree or equivalent combination of education and relevant professional experience.
• Comfortable being the first point of contact for our onboarded customers
• Demonstrated ability to independently investigate and troubleshoot customer issues, using available documentation, system information, data, and internal resources to identify solutions.
• Familiarity with accounting software such as Quickbooks Online, Xero or other similar accounting systems
• Comfortable working with data and spreadsheets, including reviewing, organizing, and interpreting information as part of troubleshooting and customer support.
• Experience creating or contributing to customer-facing documentation, knowledge-base content, training materials, or other self-service resources is a strong asset.
• Experience working with manufacturing software, ERP/MRP systems, inventory management, production environments, or manufacturing operations is a strong asset.
• Bilingual or multilingual proficiency.
• Ability to work effectively in a remote environment, including access to a quiet, professional workspace, reliable high-speed internet connection, and appropriate computer equipment.

We work best with people who:

• A well of positivity who genuinely enjoys connecting with people, building relationships, and helping others succeed.
• Are resilient and internally motivated — You take pride in doing great work and don’t rely on constant customer acknowledgement or praise to stay engaged.
• Have a healthy appreciation for things being “just so.” – You notice the details, care about accuracy, and like getting to the bottom of things. You’ll fit right in!
• Are naturally curious and persistent – An unanswered question tends to make you want to dig deeper, not move on.
• Are comfortable saying “I don’t know yet.” – You don’t need to have every answer immediately, but you’re motivated to find it.
• Have a sense of humor! We take our customers and our work seriously — ourselves, a little less so.

This is a full-time position with performance & milestone incentives and benefits.

Salary dependent on experience and work location.