Act as the first point of contact for all stakeholder issues and requests.

Collect, document, and classify issues into categories: technical bugs, unclear business requirements, or new feature requests.

• Provide initial troubleshooting and resolve common technical problems directly.
• Escalate complex issues to Product Owners or technical teams with clear documentation.
• Maintain and manage a ticketing/issue tracking system to ensure accountability and timely resolution.
• Monitor ERP system performance and proactively identify potential issues.
• Prepare weekly and monthly reports on issue trends, resolution times, and stakeholder satisfaction.
• Develop and maintain a knowledge base (FAQs, troubleshooting guides, ERP usage tips).
• Conduct user training sessions and provide guidance on ERP modules (Finance, POS, Inventory, HR).
• Support post‑delivery ERP operations by handling stakeholder concerns without disrupting Product Owners.
• Assist in system testing and validation during upgrades or new module deployments.
• Ensure compliance with company policies and ERP standards in all support activities.
• Continuously improve support processes by suggesting workflow enhancements and automation opportunities.