iRely is looking for a CTRM Support Role who can join the team at iRelys office in Bangalore, India.
Local candidate preferred.
About Us:
iRely is a premier, global provider of Enterprise Resource Planning (ERP) and petroleum distribution business software. Our solutions help companies manage core business processes within a single, fully integrated system called i21. iRely is a privately-owned company, headquartered in Fort Wayne, Indiana with offices in Bangalore, India and Makati City, Philippines.
Roles and Responsibilities
- Create, build, and retain a positive relationship with internal and external clients, to ensure support requests are promptly diagnosed and resolved.
- Contribute with ideas / solutions for continuous improvement of the support processes.
- Perform end-user support on all modules for all verticals.
- Resolve support tickets and service requests in a prioritized and timely manner.
- Track all problems and document resolutions in Help Desk ticket software
- Partner with Product/Project Management as well as development teams for solutions identified via reported problems
- Participate in daily and weekly meetings discussing department and company information with the team.
- Develop and update documentation for system modules, business processes and internal training.
- Coordinate and execute system testing when needed including managing UAP testing.
- Assign Severity and Impact to issues and assign the issue to the appropriate team member.
Desired Candidate Profile
Qualifications and Education Requirements:
- Minimum 5 years working in technology.
- Call Center / Helpdesk experience.
- 2-3 years of experience supporting ERP/Accounting systems.
- Experience with Jira and other software tools and SQL queries.
- After hours on-call support rotation will be required.
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