ERP Support Consultant

Detailed Job Description – ERP Support Consultant

Position: ERP Support Consultant
Department: Support & Implementation
Reports To: Support Lead & Head of Operations

Role Overview

The ERP Support Consultant will manage day-to-day support requests from clients, ensuring timely resolution of issues, strong SLA adherence, and excellent customer experience. The role includes troubleshooting functional and basic technical problems, performing light configurations/customizations, escalating complex issues, and supporting project teams during implementations. The ideal candidate has hands-on ERP experience, preferably in Odoo.

Key Responsibilities

1. Support Desk Management

• Handle incoming support tickets, classify issues by priority, scope, and SLA.
• Troubleshoot and resolve functional ERP issues (accounting, sales, inventory, HR, POS, etc.).
• Escalate technical or complex items to the appropriate team when necessary.
• Document solutions, updates, and customer communication in the ticketing system.
• Ensure SLA compliance for response and resolution times.
• Identify recurring issues and propose preventive or corrective actions.

2. ERP Configuration & Customization

• Perform basic Odoo configurations: user access, workflows, settings, module activation.
• Support small customizations such as views, reports, fields, email templates, automations.
• Assist with data imports, exports, and clean-up activities.
• Support implementation consultants with configuration tasks during deployments.

3. Client Engagement & Communication

• Communicate clearly with clients on ticket progress, required inputs, and resolution status.
• Train clients on system usage where required.
• Flag out-of-scope support requests to management for proper handling.
• Provide feedback to the implementation team on gaps or improvement areas.

4. Internal Team Support

• Work closely with the support lead to maintain high-quality service delivery.
• Assist implementation consultants in testing, UAT, configuration and documentation.
• Participate in internal knowledge-sharing and process improvement sessions.
• Support creation and updating of SOPs, support documentation and FAQs.

5. Reporting & Continuous Improvement

• Track time spent per ticket for workload planning.
• Contribute to monthly support reports and SLA dashboards.
• Help identify patterns in recurring issues and propose long-term fixes.
• Participate in periodic performance, system and process reviews.

Required Skills & Qualifications

Technical & Functional Skills

• Minimum 1–2 years ERP experience (Odoo highly preferred; Dynamics/Zoho/SAP also acceptable).
• Strong understanding of ERP modules: Accounting, Sales, Inventory, Procurement, HR, POS, etc.
• Experience troubleshooting functional issues and guiding clients through fixes.
• Ability to perform basic configurations and light customizations (fields, views, reports).
• Understanding of workflows, access rights, data models and business processes.
• Knowledge of Python/XML/QWeb (added advantage).
• Good understanding of SQL and data import/export concepts (advantage).

Soft Skills

• Excellent communication and customer-handling skills.
• Strong analytical and problem-solving ability.
• Ability to work under pressure and manage multiple tickets.
• Highly organized with strong documentation habits.
• Team player who collaborates well with consultants and management.

Additional Requirements

• Experience working in a support desk or service-oriented environment.
• Ability to work independently with minimal supervision.
• Attention to detail and a proactive mindset.
• Willingness to learn and grow within Magnolia’s ERP environment.