Customer Support Specialist

Job Summary:
We are looking for a skilled and customer-focused SaaS Product Support Specialist to provide after-sales support and training for our ERP software. This role involves assisting customers with troubleshooting, product inquiries, and ensuring successful onboarding and continuous usage of our ERP platform. The ideal candidate will have a strong understanding of SaaS-based solutions and a passion for helping customers maximize the value of the product.

Key Responsibilities:

Customer Support:

• Act as the primary point of contact for customers post-purchase, providing technical support and guidance on the ERP product.
• Troubleshoot and resolve issues related to the ERP software, addressing customer concerns and ensuring timely resolution.
• Collaborate with the development team to escalate and resolve complex technical issues.
• Manage and prioritize support tickets, ensuring prompt and professional responses.
• Provide expert guidance on product features and best practices, helping customers make the most out of the software.

Training & Onboarding:

• Conduct product training sessions (via webinars, video calls, or on-site visits) for new customers to ensure smooth adoption and effective use of the ERP system.
• Develop training materials, user guides, and FAQs to support customer learning and self-service.
• Assist in creating customized training plans based on the customer's specific needs and use cases.
• Support customers during their initial implementation phase, ensuring they are able to configure and utilize the system efficiently.

Customer Success & Relationship Management:

• Establish strong relationships with customers to ensure ongoing satisfaction and product engagement.
• Proactively check in with customers to ensure they are using the ERP system to its full potential.
• Help identify opportunities for upselling or cross-selling additional features and services based on customer needs.
• Collect feedback from customers on product features and report insights to the product development team.

Documentation & Reporting:

• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Monitor and report on key performance metrics (e.g., ticket resolution time, customer satisfaction).
• Contribute to the continuous improvement of support processes and customer satisfaction strategies.

Qualifications & Skills:

• Bachelor's degree in Business, Information Technology, or a related field.
• Proven experience in a customer support or training role, preferably in a SaaS or ERP environment.
• Strong understanding of ERP systems and SaaS-based solutions (experience with [insert ERP system, if applicable] is a plus).
• Exceptional communication and presentation skills, with the ability to explain complex technical concepts to non-technical users.
• Strong problem-solving skills and ability to troubleshoot software-related issues.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Knowledge of customer support tools (e.g., Zendesk, Freshdesk) is a plus.

Preferred:

• Experience in an ERP implementation or technical support role.
• Familiarity with cloud computing, APIs, and integrations.
• Prior experience in training or conducting workshops for enterprise software users.