Functional Support Executive

Role Overview:

The Functional Support Executive will act as the first line of support for clients using Xoro ERP, ensuring smooth day-to-day operations across modules like Sales, Inventory, Warehouse, Finance, and Integrations. This role requires a strong understanding of ERP workflows, excellent problem-solving skills, and the ability to communicate effectively with clients.

Key Responsibilities:

1. Client Support & Ticket Handling

• Handle L1/L2 support tickets via helpdesk (issues, service requests, enhancements).
• Diagnose functional issues across ERP modules (Sales, Purchase, Inventory, Finance, Warehouse).
• Ensure timely resolution based on defined SLAs and priorities.
• Provide regular updates to clients on ticket progress.

2. ERP Functional Expertise

• Understand and troubleshoot end-to-end workflows:.
• Order-to-Cash (Quotation Sales Order Fulfillment Invoice).
• Procure-to-Pay (Purchase GRN Billing).
• Inventory & Warehouse operations (cycle count, stock adjustments, bin movements).
• Identify root causes of issues and suggest functional workarounds or fixes.

3. Client Communication

• Act as a bridge between clients and internal technical teams.
• Gather clear requirements and convert them into actionable tasks.
• Conduct client calls for issue clarification, resolution walkthroughs, and training.

4. Collaboration with Technical Team

• Raise well-documented tickets for L3/dev team with proper RCA and replication steps.
• Work closely with developers on bug fixes, enhancements, and integrations.
• Validate fixes in staging/production before closure.

5. Documentation & Knowledge Management

• Create and maintain SOPs, knowledge base articles, and troubleshooting guides.
• Document recurring issues and solutions for faster resolution.

6. Monitoring & Continuous Improvement

• Track recurring issues and suggest process/system improvements.
• Support UAT (User Acceptance Testing) for new features/releases.
• Ensure data accuracy and process compliance within ERP.

Required Skills & Qualifications:

Functional Skills

• Strong understanding of ERP concepts and business processes.
• Knowledge of:.
• Sales & Distribution.
• Inventory & Warehouse Management.
• Basic Accounting (invoicing, GL impact, reconciliations).
• Experience with order lifecycle, returns, and fulfillment flows.

Technical/Tool Skills

• Familiarity with ticketing tools.
• Understanding of integrations (APIs, EDI good to have).

Soft Skills

• Strong communication (written & verbal).
• Problem-solving and analytical thinking.
• Customer-first mindset with high ownership.
• Ability to handle pressure and prioritize tasks.

Experience Required:

• 24 years in ERP support/application support / functional consulting.
• Experience in retail, e-commerce, or supply chain domain preferred.

KPIs / Success Metrics:

• SLA adherence (response & resolution time).
• First-time resolution rate.
• Customer satisfaction (CSAT).
• Quality of documentation and RCA.
• Ticket backlog management.

Nice to Have:

• Experience with retail/e-commerce workflows (Shopify, Amazon, etc.).
• Exposure to warehouse systems (WMS).
• Prior experience in fast-paced product companies.

Role Expectation (What Success Looks Like):

• You can independently handle most functional tickets.
• You understand how different ERP modules impact each other.
• Clients trust you as a reliable point of contact.
• You reduce dependency on dev team through strong functional debugging .

Additional Details:

Work from office // Mohali // Onsite // PST timing

Requirements added by the job poster

• 2+ years of work experience with SAP ERP