•Basic knowledge in any database language such as MS SQL, MySQL, etc.
*Possess basic knowledge in any BI tools such as SAP Crystal Reports, Power BI, Tableau, etc. would be added advantage.
•Provide recommendations to improve system efficiency based on user feedback and common support issues.
*Experience with Focus ERP and Centra CRM would be an added advantage.
•Provide first-line support for software solutions, diagnosing and resolving user issues via phone, email, or ticketing system.
•Manage and prioritize support tickets to ensure timely resolutions.
•Assist users with system navigation, report generation, and configuration changes.
•Troubleshoot and resolve technical issues related to software features, integrations, and data.
•Escalate complex issues to the appropriate internal or external technical teams, ensuring follow-up until resolution.
•Doent all support interactions, solutions, and updates in the helpdesk system.
•Conduct user training sessions for new and existing features within the software systems.
•Developing user-facing features and components using HTML, CSS, and JavaScript frameworks.
•Collaborate with the software development team to identify recurring issues and propose long-term solutions.
•Stay updated on new software updates, patches, and releases to provide users with up-to-date support.
•Assist in the configuration and customization of CRM workflows, fields, and reports as needed.
*In case of urgency, be available to provide user support outside of regular working hours.
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