ERP Implementation & Support

As a member of the Shipmnts team, you will have the opportunity to contribute to our mission of Accelerating Global Trade. Shipmnts is an all-in-one Technology Platform that provides software, integrations, and resources for Global Trade & Logistics Management (GTLM). Our ultimate goal is to revolutionize technology for the second largest industry in the world. In this role, you will collaborate closely with our Head of Product, Customer Success Team, and CEO. The Customer Success team plays a crucial role in ensuring a seamless end-to-end customer experience, from planning and implementation to user onboarding and post-onboarding support. Your responsibilities will include promptly resolving inbound calls and online support cases from customers, conducting troubleshooting and analysis to resolve issues, identifying software defects, and documenting cases through formalized written communication. Additionally, you will handle inquiries and problems within your major product area expertise, create and maintain a knowledge base for self-service support, and gather and prioritize feedback from customers to help improve our products. You will also be involved in end-user training, data migration from legacy systems, and providing technical support for finance and tax compliance modules. Participation in continuous improvement efforts around onboarding, adoption, and customer success will be key, as well as helping customers realize tangible value and outcomes faster with our product. Ideal candidates for this role will have previous experience in Technical/Functional Support, a Product Led environment, and managing successful implementations of ERPs/complex SaaS workflows. Basic knowledge of accounting systems like Tally/ERP Next would be a bonus. We are looking for individuals who are extremely organized, detail-oriented, calm under pressure, self-motivated, collaborative, and empathetic towards customers. Proficiency in MS Office applications, especially Excel, as well as Business English language skills, are essential requirements for this position. At Shipmnts, we value knowledge and welcome candidates with diverse educational backgrounds who embody the qualities and experiences outlined above. Join us in making a difference in the world of Global Trade & Logistics Management!,