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Job Description
Work as "Technical Support for our software", and give our customers sufficient support to use our cloud ERP software (Daftra), efficiently.
Responsibilities include, but are not limited to:
- Manage large amounts of inquiries via calls, chat and e-mails.
- Managing customers quires, escalating issues where appropriate.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Being involved in changes to the service operation tools, processes, and working practices .
- Follow up till the closure of the incident with second-line support/ Dev team.
- Follow communication procedures, guidelines and policies.
- Guide the customer to the best practice of using our software to fit their business needs and requirements.
- Testing the system and reporting if there are any bugs.
- Hold online meetings with the clients to demonstrate/explain the product technicalities or to solve critical problems.
Job Requirements
- Experience in supporting large-scale systems (ERP, financial, Project management).
- Ability to multi-task, prioritize, and manage time effectively.
- Able to work under stress.
- Ability to work on a shift Basis is a Must.
- Proven customer support experience or experience as a Client Service Representative.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.
- Good command of English both spoken and written is a Must.
- Customer-oriented and able to adapt/respond to different types of characters.
- Strong phone contact handling skills and active listening.
