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Role : Odoo L1 Support Executive Role Overview The Odoo L1 Support Executive is the first point of contact for end-users, responsible for handling basic queries, ticket logging, initial troubleshooting, and ensuring smooth communication between users and the support team.
Key Responsibilities
- Act as the primary helpdesk contact for all Odoo-related issues
- Log, categorize, and prioritize tickets in the ticketing system
- Provide first-level resolution for common issues (login, access, navigation, basic workflows)
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Follow up with users to ensure issue closure and satisfaction
- Maintain FAQs, knowledge base articles, and standard response templates
- Coordinate with onsite users and provide real-time support (onsite if required)
- Monitor system usage issues and report recurring problems
Skills & Requirements
- Basic understanding of Odoo ERP modules (Sales, Purchase, Inventory, Accounting – overview level)
- Strong communication and user-handling skills
- Familiarity with ticketing tools (Freshdesk, Jira, Zoho Desk, etc.)
- Ability to troubleshoot basic functional issues
- Good documentation skills
Experience
- 0–2 years of experience in ERP support / IT helpdesk
- Freshers with Odoo training can also be considered
Key KPIs
- First Response Time (FRT)
- Ticket closure within SLA
- User satisfaction score
- Escalation accuracy