The Ticket Support Specialist is responsible for
handling, troubleshooting, and resolving software-related issues in Zoho CRM.
This role ensures seamless CRM functionality, addressing user concerns promptly
while maintaining high service standards.
Main Responsibilities:
1. Ticket Management
Monitor and manage incoming support tickets via the
helpdesk system.
Prioritize, assign, and resolve Zoho CRM-related
tickets efficiently.
Ensure all tickets are documented, updated, and
closed with complete resolution details.
2. Troubleshooting and
Resolution
Diagnose and troubleshoot software issues related
to Zoho CRM features, customizations, workflows, and integrations.
Work closely with the software development and IT
teams to escalate and resolve tickets beyond your scope.
Provide timely updates and resolutions to
end-users.
3. Customer Support
Communicate clearly and effectively with end-users
to gather information, provide updates, and confirm issue resolution.
Deliver excellent customer service while
maintaining professionalism.
4. System Monitoring and
Reporting
Monitor the performance of Zoho CRM to identify
recurring or potential issues.
Prepare weekly/monthly reports on support ticket
status, resolutions, and patterns.
6. Documentation and
Training
Document standard solutions for recurring issues
and maintain a knowledge base.
Assist in training end-users on CRM
functionality and troubleshooting steps.
Requirements
Strong
understanding of Zoho CRM features, workflows, customizations, and
integrations.
Basic
knowledge of Deluge scripting or CRM automation is a plus.
Familiarity
with helpdesk tools (Zoho Desk, Jira, or similar).
Ability
to identify root causes and implement effective solutions promptly.
Strong
analytical and troubleshooting abilities.
Excellent
communication and interpersonal skills.
High
attention to detail and organizational skills.
Ability to manage time effectively and handle multiple tickets
simultaneously.
Basic
knowledge of Deluge scripting or CRM automation is a plus.
Familiarity with helpdesk tools (Zoho Desk, Jira, or similar).
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
