Senior Product Analyst - Client Support
Product, IT, Customer Service
India
About Us
We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our on-premises and 100% cloud-based ERP solutions.
Why work for VitalEdge?
We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!
Position Overview-
We are looking for a Support Analyst to provide functional support mainly in Finance Module for software applications used by dealers and rental companies in the Heavy Equipment Industry.
The role will primarily involve supporting the e-Emphasys ERP application across multiple versions and its integrations with internal applications and third-party systems. The candidate will be responsible for ensuring customer issues are analyzed, responded to, and resolved within defined SLAs, while coordinating with internal support teams as required.
Responsibilities
- Manage day-to-day support services, including issue assignment, tracking, prioritization, and resolution, ensuring timely closure of customer issues.
- Provide functional support for Finance & Accounting modules of the e-Emphasys ERP application.
- Handle user queries related to GL, AP, AR, invoicing, receipts, payments, taxation, bank reconciliation, and financial reporting.
- Support dealership processes covering Equipment Purchase / Sales, Parts, Service, Inventory, Customer Receivables, and Vendor Payments.
- Analyze and troubleshoot application and transaction-related issues and coordinate with technical teams for resolution.
- Maintain accurate support tickets, issue documentation, and resolution records.
- Coordinate with customers, Product, QA, and other support teams to resolve issues.
- Assist users with application training, functional guidance, and process-related queries.
- Act as an escalation point for application support, technical troubleshooting, and critical customer issues.
- Facilitate calls and coordinate escalated issues with customers, internal teams.
- Prepare and maintain daily, weekly, and monthly KPI/support reports.
- Ensure adherence to defined SLAs, support processes, and customer commitments.
Required Skills & Education
- 2+ years of experience in ERP application support, preferably Infor ERP LN / Infor XI / Baan 5c, or any Dealer Management System.
- Bachelor's degree in Commerce, Finance, Accounting, or a related field.
- CA / MBA Finance qualification degree.
- Good understanding of accounting concepts and financial transactions.
- Good working knowledge of MS Excel.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills are essential for this role.
- Experience in Automotive, Heavy Equipment, or Equipment Dealership software would be an added advantage.
- Willingness to work in rotational 24x7 shifts to support customers across different time zones.
VitalEdge is an Equal Opportunity Employer