Job Description
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
