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Job Description
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Job Requirements
Technical Proficiency: Basic understanding of hardware, network, and software relevant to ERP.
- Problem-Solving: Ability to diagnose and troubleshoot complex issues efficiently.
- Financial ERP Knowledge: Familiarity with financial ERP systems, including accounting, financial management, and reporting.
- Database Basics: Basic knowledge of databases to handle data-related inquiries.
- Customer Service: Excellent communication skills to interact with users of varying technical backgrounds.
- Adaptability: Stay updated on technological advancements and obtain relevant IT certifications.
- Education: Bachelor’s degree.
- Certifications: Industry-specific network or operating system certifications are advantageous.
- Soft Skills: Patience, empathy, and effective problem-solving are essential for exceptional customer support.
- Learning Ability: The Capacity to learn new skills and adapt to evolving technologies.
