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.