Customer Support Specialist

Job Summary:

Key Responsibilities:

Customer Support:

• Act as the primary point of contact for customers post-purchase, providing technical support and guidance on the ERP product.
• Troubleshoot and resolve issues related to the ERP software, addressing customer concerns and ensuring timely resolution.
• Collaborate with the development team to escalate and resolve complex technical issues.
• Manage and prioritize support tickets, ensuring prompt and professional responses.
• Provide expert guidance on product features and best practices, helping customers make the most out of the software.

Training & Onboarding:

• Conduct product training sessions (via webinars, video calls, or on-site visits) for new customers to ensure smooth adoption and effective use of the ERP system.
• Develop training materials, user guides, and FAQs to support customer learning and self-service.
• Assist in creating customized training plans based on the customer's specific needs and use cases.
• Support customers during their initial implementation phase, ensuring they are able to configure and utilize the system efficiently.

Customer Success & Relationship Management:

• Establish strong relationships with customers to ensure ongoing satisfaction and product engagement.
• Proactively check in with customers to ensure they are using the ERP system to its full potential.
• Help identify opportunities for upselling or cross-selling additional features and services based on customer needs.
• Collect feedback from customers on product features and report insights to the product development team.

Documentation & Reporting:

• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Monitor and report on key performance metrics (e.g., ticket resolution time, customer satisfaction).
• Contribute to the continuous improvement of support processes and customer satisfaction strategies.

Qualifications & Skills:

• Bachelor's degree in Business, Information Technology, or a related field.
• Proven experience in a customer support or training role, preferably in a SaaS or ERP environment.
• Strong understanding of ERP systems and SaaS-based solutions (experience with [insert ERP system, if applicable] is a plus).
• Exceptional communication and presentation skills, with the ability to explain complex technical concepts to non-technical users.
• Strong problem-solving skills and ability to troubleshoot software-related issues.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Knowledge of customer support tools (e.g., Zendesk, Freshdesk) is a plus.

Preferred:

• Experience in an ERP implementation or technical support role.
• Familiarity with cloud computing, APIs, and integrations.
• Prior experience in training or conducting workshops for enterprise software users.