Senior Support Executive (Academic ERP)

About the role

The Senior Support Executive will provide day‑to‑day assistance to users of an Academic ERP system, handling functional queries and technical issues. The role ensures that the product meets client requirements and contributes to client retention through effective communication and problem solving.

Key responsibilities

• Deliver daily support for Academic ERP functionalities and resolve user issues.
• Maintain and improve support processes and policies.
• Coordinate with analysts, developers, and business teams to gather client requirements, deliver training, and manage agreements.
• Track support cases in a CRM/ticketing system, ensuring timely follow‑up and accurate documentation.
• Generate scheduler reports and implement solutions for recurring problems.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• 2‑3 years of experience in software support, client service or IT help‑desk, preferably with Academic or School Management ERP.
• Strong analytical, problem‑solving and communication skills.
• Ability to multitask, work independently and follow documented procedures.

Required skills

• CRM systems
• Enterprise Resource Planning (ERP) platforms
• Ticketing / issue‑tracking tools