Technical Support Executive

Job Title: Technical Support Executive (Accounting)

Department: Customer Support

Experience: 2-5 Years

Qualification: B.Com / M.Com / MBA (Finance)

Location: Hyderabad (Night Shift PST Timezone)

Position Overview:

We are seeking a highly motivated and detail-oriented individual with a strong accounting

background to join our Customer Support team. As an Technical Support Executive

(Accounting), you will be responsible for handling client queries, tickets, and issues related to

the accounting module of the Xoro ERP system. This role is a unique blend of accounting

expertise and customer service, ideal for candidates with a background in finance who are

tech-savvy and eager to assist clients with their day-to-day ERP-related financial processes.

Key Responsibilities:

• Respond to and resolve accounting-related support tickets and calls raised by clients
  
  using the XoroERP platform.
• Analyze, troubleshoot, and guide users on financial transactions, entries, and accounting
  
  workflows within the ERP.
• Provide step-by-step solutions to clients for accounting errors, misconfigurations,
  
  process-related issues.
• Assist users in understanding and using key accounting functionalities like:
  
  o Journal entries
  
  o Ledger management
  
  o Invoicing and billing
  
  o Accounts payable & receivable
  
  o Bank reconciliations
  
  o Tax configurations
  
  o Financial reporting
• Work closely with internal product, QA, and development teams to escalate and follow
  
  up on bugs or system issues affecting accounting modules.
• Create and update support documentation and FAQs to help clients with recurring
  
  queries.
• Help clients understand accounting reports and troubleshoot mismatches or unexpected
  
  results.
• Educate clients on best practices for using the accounting features in Xoro ERP.

Typical Client Queries You Will Handle:

• "Why is my trial balance not matching?"

"The invoice total doesnt match the payment received what should I check?"
- "How do I configure Tax in the system?"
- "My bank reconciliation is showing a mismatch help"
- "I accidentally deleted a ledger account how can I recover or fix this?"
- "How to generate a custom P&L report for a specific branch or date range?"
- Why isnt my journal entry posting to the correct GL account?
- \What's the correct way to record a credit note for a returned item?
- I accidentally applied a payment to the wrong invoice how do I fix this?
- Required Qualifications:

Bachelor's or Master's degree in Commerce, Accounting, or Finance (B.Com, M.Com,

MBA Finance)

14 years of relevant experience in accounting, ERP support, or a similar client-facing

finance role

Strong understanding of accounting principles and ERP systems

Excellent verbal and written communication skills in English

Experience working with clients or internal stakeholders in a support/helpdesk

environment
- Preferred Skills:

Experience with Xoro ERP or similar ERP platforms (SAP, NetSuite, QuickBooks, Zoho

Books, etc.)

Understanding of ticketing systems like Zendesk, Freshdesk, Jira, or similar

Ability to work under pressure, manage multiple tickets, and prioritize effectively

Patience and empathy when dealing with non-technical users

Why Join Us?

Work in a fast-growing company with a global customer base

Opportunity to learn both accounting and ERP product workflows

Collaborative and supportive work environment

Gain valuable experience working at the intersection of finance, technology, and

customer service