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