Job Description
About the job Customer Support Executive
Job Summary:
We are seeking a skilled and motivated Support Executive with 2 years of experience in supporting business applications. The ideal candidate will possess strong domain knowledge in HRMS, ERP, SRM, CRM, Contract Management, Finance & Supply Chain or any other product domain etc. This role requires excellent analytical, troubleshooting, communication, and documentation skills to provide effective support to end-users and ensure smooth application operations.
Key Responsibilities:
- Application Support:
- Provide first-level and second-level support for business applications, ensuring timely resolution of user issues.
- Analyze, troubleshoot, and resolve technical and functional application problems.
Issue Management:
- Identify, replicate, and document application issues for escalation to development teams if required.
- Monitor and manage support tickets to ensure timely resolution and proper closure.
Demonstration & Training:
- Conduct product demonstrations and end-user training for various business applications.
- Develop training materials, user guides, and documentation to enhance user understanding.
Collaboration:
- Liaise with internal teams, such as development and QA, to resolve application issues and implement improvements.
- Work closely with stakeholders to gather requirements and understand user concerns.
Process Optimization:
- Identify areas for improvement in application processes and workflows to enhance efficiency.
- Suggest and support the implementation of best practices for system usage.
Documentation:
- Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and knowledge base articles.
- Document and update application configurations, workflows, and processes.
Required Skills & Qualifications:
- Experience:
Minimum of 2 years of experience supporting business applications.
- Domain Knowledge:
Expertise in one or more of the following areas: HRMS, ERP, SRM, CRM, Finance, or Supply Chain Management.
- Technical Skills:
- Proficiency in troubleshooting and analyzing application-related issues.
- Basic understanding of databases and query handling (e.g., SQL).
- Familiarity with ticketing systems and issue tracking tools.
- Analytical & Problem-Solving Skills:
Strong ability to analyze issues, identify root causes, and propose effective solutions.
- Communication & Interpersonal Skills:
- Excellent verbal and written communication skills.
- Ability to work collaboratively with cross-functional teams and stakeholders.
- Documentation Skills:
Proficiency in creating clear, concise, and user-friendly documentation and guides.
Preferred Qualifications:
- Bachelors degree in Computer Science, Information Technology or a related field.
- Certification in relevant business applications or systems (e.g., SAP, Oracle, Microsoft Dynamics).
- Experience in conducting application demos and user training.
Location:
- Muscat, Sultanate of Oman
Language
- Fluent in English / Arabic Speaker (prefer Omani National)
