Job: ERP User Support Specialist (Manhattan, NY) ($60K-70K/year / Non Exempt)

Title ERP User Support Specialist (Manhattan, NY) ($60K-70K/year / Non Exempt)
Categories IT職系
Posted Date February 15, 2022
Salary $60K-70K/year DOE
Location Manhattan, NY
Job Information

Language: English/JapaneseともにBusiness Level以上(日本語は読み書きも必須)

◆Position: ERP User Support Specialist
◆FLSA Status: Non-Exempt
◆Salary: $60K-70K / year
◆Working Hour: 9AM-5PM
◆Language: English/JapaneseともにBusiness Level以上(日本語は読み書きも必須)

This position is responsible for ensuring a junior level of ERP user support with their day-to-day technical or operational issues and demonstrates a baseline working knowledge of routine work applications.

Provide technical assistance and support for incoming queries and issues related to SAP Concur Invoice systems and SAP ERP 6.0. Respond to queries either in person or over the phone and respond to email messages for customers seeking technical help.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train customers on proper use of SAP Concur Invoice system
• Prepare FAQ manuals
• Provide and update technical documentation

<Required Competencies >
1. Basic understanding of ERP and/or business application.
2. Basic skills as a Trainer/Instructor
3. Excellent customer support skills
4. Excellent communication skills
5. Planning and organization skills
6. Problem-solving and analytical skills
7. Task and Time Management skills

<Knowledge and Skills >
• Required:
o A minimum of 1 year of experience in the ERP and/or related business application support.
• Preferred:
o Basic understanding of SAP, Microsoft Dynamics GP or any other ERP system.
o Basic understanding of the business procedure of Sales, Purchase and Financial.
o Basic knowledge of .NET framework
o Japanese language skill.

<Relevant Experience and Education >
• Education/Training:
o Bachelor’s degree and a minimum of 1 year of experience in the information technology environment.
• Licenses or certifications required, if any:
o Professional certifications as appropriate.

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