Accounting Software Support Executive

Customer Support Associate (Accounting Software & Marg ERP)

Role Category: Accounting Software Support Executive

Location: NSP - Netaji Subhash Place

Experience: 1- 4 Years (Freshers with strong accounting knowledge may apply)

Job Purpose

As a Support Associate, you will be the voice of our company. You will handle a high volume of inbound calls from business owners, accountants, and operators who rely on Marg ERP for their daily operations. Your goal is to provide "First Call Resolution" by combining your technical software knowledge with your core accounting expertise.

Detailed Key Result Areas (KRAs)

1. Inbound Call Excellence

• High-Volume Management: Efficiently manage inbound calls , maintaining a professional and helpful tone throughout.
• Query Diagnosis: Quickly identifying whether a client's issue is a technical software bug, a user error, or a functional accounting mistake.
• Remote Assistance: Using tools like AnyDesk or TeamViewer to take control of client systems and fix errors in real-time while staying on the call.
• Handle Inbound Calls: Be the first point of contact for customers calling for help with Marg ERP.
• Basic Troubleshooting: Guide users through simple tasks like creating an invoice, generating a GST report, or resetting a password.
• Accounting Support: Answer basic questions about ledgers, sales/purchase entries, and stock levels (using your Tally/Accounting knowledge).
• Remote Support: Use AnyDesk or TeamViewer to quickly jump onto a clients screen and show them how to use a feature.
• Escalation: If a problem is too technical, collect the details and pass them on to the senior technical team.

2. Documentation & Quality

• Ticket Logging: Maintaining a detailed log of every call, the problem identified, and the solution provided in our CRM.
• Knowledge Contribution: Identifying "hot issues" (common recurring problems) and reporting them to the technical team to help improve the software.

Skills & Competencies

Must-Haves:

• The "Accounting Brain": You must know your Debits and Credits by heart. If a client asks why their Balance Sheet isn't squaring, you should know where to look.
• Software Fluency: Hands-on experience with Marg ERP (Billing, Inventory, and Reports).
• The Tally Advantage: Proficiency in Tally ERP 9 / Tally Prime is highly preferred as it helps in understanding the client's accounting logic.
• Phone Etiquette: Ability to explain complex technical steps in simple, jargon-free language to non-technical users.

Soft Skills:

• Patience: The ability to handle frustrated callers with a calm and composed demeanor.
• Active Listening: Understanding the user's problem quickly to reduce "Average Handling Time" (AHT).

Eligibility Criteria

• Education: Graduate in Commerce (B.Com / BBA / M.Com).
• Language: Fluency in English and HIndi
• Availability: Ready to work in a fast-paced environment with a focus on meeting daily call targets.

Interested candidates can share their resumes at [phone removed] or [email removed]