1st Level Software Support Specialist

5 months ago


مصر, Egypt itialuS Doha Full time

**Job description**

**Responsibilities**:

- Provide technical support and assistance to clients.
- Responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA.
- Document and track customer interactions and resolutions in the support ticketing system.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Conduct initial investigations and diagnostics to identify the root cause of problems reported by clients.
- Assist in the implementation and deployment of WallPost Software's ERP system for new clients.
- Conduct user training sessions to ensure clients are effectively utilizing the ERP system.
- Stay up-to-date with product knowledge, industry trends, and best practices related to ERP systems and support.
- Maintain good relationships with the Technical Team and Clients.
- Assist in testing new releases of ERP systems.
- Create comprehensive documentation and procedure guidelines for ERP system users.
- Develop a deep understanding of ERP business practices and procedures.
- Analyze and troubleshoot reported ERP system issues.
- Generate and maintain relevant reports.
- Perform other assigned duties as necessary.

**Requirements**:

- Bachelor's degree in computer science.
- Minimum of 3 years of experience in technical support or help desk role, preferably supporting ERP software.
- Solid understanding of support desk tools, ticketing systems, and remote troubleshooting techniques.
- Proficient in providing excellent customer service and maintaining a professional demeanor in challenging situations.
- Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues.
- Excellent written and verbal communication skills to effectively communicate with clients and team members.
- Detail-oriented and organized with the ability to prioritize and manage multiple tasks efficiently.
- Ability to work collaboratively in a team environment and independently with mínimal supervision.
- Knowledge of cloud-based ERP systems and their modules (e.g., CRM, HR, Payroll, finance, inventory, sales, etc.) is highly desirable.
- Relevant certifications or training in ERP systems and support will be an added advantage.
- Basic knowledge of HTML and PHP is advantageous.

**Experience**:

- technical support or help desk role: 3 years (preferred)



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