Customer Service Support Officer

Job Description:

In Ashewa Technology Solutions S.C the customer support specialist is pivotal in ensuring clients receive top-notch assistance with our products. The Customer Support Specialist, will be the frontline liaison between clients and our technical team, addressing queries, resolving issues, and providing guidance on leveraging on the use of our products effectively. Moreover, the customer support thrives in a dynamic environment, possess excellent communication skills, and have a knack for problem-solving, 

Responsibilities

Client Support 

• Act as the primary point of contact for clients seeking assistance on the ERP product. 

• Responsiveness and professionalism are key as you address client inquiries via various channels such as email, phone calls, and our support ticketing system.

• Manage day-to-day operations, including troubleshooting problems arising for the client and providing production support

User Training and Guidance

• Provide ongoing guidance to existing clients on utilizing the product optimally.

• Empower clients to navigate the software confidently and maximize its potential.

Documentation 

• Develop and maintain comprehensive documentation including user guides and supportive documents. 

• Enable clients to resolve common issues independently, enhancing their overall experience through providing clear and concise documentation.

• Contribute to the creation of manuals and tutorials for solutions, either written or in video format.

Issue Escalation 

• Identify and escalate complex technical issues to the appropriate technical teams for further investigation and resolution. 

• Ensure that escalated issues are addressed promptly and satisfactorily.

Customer Feedback: 

• Proactively gather feedback from clients regarding their experience with the product and support services. 

• Utilize client feedback to identify areas for improvement and implement strategies to enhance customer satisfaction and loyalty.

Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology or related field. 

• 3+ years of relevant experience working as help desk or system support or similar role.

• Proficiency in ERP software platforms such as odoo ERP with configuration capability is highly advantageous.

• Previous experience in a customer support role, ideally within the ERP software industry.

• Strong technical insight with the ability to troubleshoot and resolve software-related issues efficiently.

• Exceptional communication skills, both written and verbal, with a focus on clarity and professionalism.

• Outstanding problem-solving abilities and meticulous attention to detail.

• Ability to work independently while also collaborating effectively with cross-functional teams.

• Prior experience with support ticketing systems is a plus.

How To Apply

Interested applicants should send their CV via email – hr@ashewa.com by mentioning the vacancy in the subject line.