What you will be working on:

• Able to identify gaps, propose solutions that are standard within ERPNext
• Willing to engage with developers and create test scenarios for identified issues when required
• Proactive in solution search, replicating business issues in test servers for quicker turnarounds
• Self-driven in taking ownership to closing issues and keeping customers engaged by actively communicating the solution to customers
• Ability to empathise with customers and relate to the problems they face
• Thorough with support flows, SLAs management and customer issue resolution
• Build customer interaction capabilities (surveys forms/ feedback)
• Provide timely solutions, manage support ticket numbers & nature and identify adoption patterns

What we are looking for:

• Willingness to work in an open-minded and flexible work environment where core values support employee growth, honesty and trust
• A keen learner who is open to receiving and giving feedback and challenging the status quo
• The problem-solving mindset with a focus on solving issues proactively
• Strong communication skills with an ability to communicate essentials as well as gather requirements
• Methodical with a keen eye on SLAs
• Should be willing to work partial/ full night shifts to maximise overlap with clients time zone when required
• Any graduate with a BCom, BSc. or BA degree from a recognised university