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Functional Support

Bang Rak, Thailand

The Functional Support (IT Support) role is responsible for providing first- and second-level support for customers and internal users by troubleshooting functional and system-related issues. This role acts as a bridge between users, technical teams, and business processes to ensure smooth system usage and high user satisfaction.

Your main tasks will include coordinating with customers to support and solve issues (including tracking tickets), and ensuring timely resolution. This role requires a service-oriented mindset, strong communication skills, and the ability to explain system behavior in a clear and user-friendly manner. The Functional Support acts as a trusted advisor for system usage and process improvement.

Responsibility

Provide functional and technical support to users via ticketing systems, email, or other communication channels
Analyze, troubleshoot, and resolve system issues related to business processes and application usage
Understand user requirements and translate issues into clear problem statements or functional explanations
Perform root cause analysis and propose effective solutions or workarounds
Escalate complex issues to technical or development teams with proper documentation and impact analysis
Support system configuration, basic setup, and user access management when required
Assist users with system usage, best practices, and process improvements
Maintain accurate support documentation, FAQs, and user guides
Monitor support tickets to ensure timely resolution and service-level compliance
Collaborate with cross-functional teams (Functional Consultants, Developers, People Team, etc.)

Qualifications

Bachelor’s degree in Information Technology, Business Administration, or a related field
A minimum of 1–3 years of experience in IT Support, Functional Support, or Application Support
Ability to analyze functional issues and communicate them clearly to technical teams

Must have

Familiarity with ticketing systems and support workflows
Basic understanding of IT systems, ERP, or business applications (e.g., Odoo or similar ERP systems is a plus)
A history of leading and supporting successful ERP projects
Ability to manage multiple tasks and prioritize effectively

Nice to have

Knowledge of business processes such as Finance, Sales, Inventory, or Operations is an advantage
Strong problem-solving and analytical skills
Thrives in collaborative environment
Service-minded attitude with a focus on user experience
Good communication skills in both written and verbal English

How Does Roots Work?

We prioritize understanding and meeting our clients' needs through our solutions.
We embrace the energy and innovative mindset of young professionals, fostering a dynamic workplace where fresh ideas thrive.
We welcome diversity and create an inclusive atmosphere where everyone's voice matters.
We encourage close collaboration between team members and leadership for optimal results.
We invest in our team's growth through regular training and skill development opportunities.
We encourage innovative thinking and welcome new approaches to problem-solving.