Job description

OSOSS is a leading Software-as-a-Service (SaaS) Enterprise Resource Planning (ERP) platform provider based in Kuwait, with a branch office in the UAE. Our comprehensive suite of business solutions includes accounting, inventory management, sales, purchasing, point of sales, website, and mobile e-commerce, a Call Center with Voice over Internet Protocol (VoIP) systems, marketplace apps with online payment gateways, shipping, delivery methods, and an order management system that unifies all sales channels in a single window.

Job Summary

Provide expert technical support and onboarding to ensure smooth software setup and operation for clients, while maintaining a comprehensive knowledge base for troubleshooting the advanced escalated technical cases from L1.

Responsibilities

Technical Support and Onboarding

-Initiate the first point of contact post-sale for the new customer

-Gather client expectations and critical points of the deal to tailor the onboarding process.

-Identify key functionalities and customizations needed to meet the client’s business goals.

-Configure and set up the software according to the client’s requirements.

-Conduct comprehensive training sessions for the client. (POS and E-commerce).

-Assist the client during the transition to live operation.

-Ensure all systems are functioning correctly and troubleshoot any issues.

-Provide immediate support to resolve any critical issues.

Ongoing Support and Troubleshooting:

-Handle advanced technical support tickets escalated from L1 for active customers.

-Ensure timely and effective resolution of technical issues.

-Achieving and maintaining high resolution and customer satisfaction while maintaining 100% NPS.

Support functional, if needed, for the Top Management Requirements:

-Assist with upselling and cross-selling by providing product line knowledge.

-Develop and maintain reports or any documentation required by top management.

-Provide support for any additional requirements from top management.

Knowledge Base and Trend Awareness

-Develop and maintain a knowledge base to assist both the technical support team and customers in troubleshooting.

Qualifications

-Bachelor's degree in Informatics Engineering or a related field is preferred.

-At least 5 years experience, three of them (Odoo or CRM or ERP implementation)

-Proven experience in field technical support or a related role.

-Excellent communication and presentation skills

-End-user Training skills are a must (TOT is preferable)

-Ability to multitask, prioritize, and manage time effectively 

-Strong attention to detail and ability to work independently.

-Knowledge of the OSOSS platform or similar e-commerce platforms is a plus.

-Familiarity with website configuration settings (e.g., payment gateways, delivery, themes) is a plus.