Customer Service Assistant

The ERP Software Customer Service Assistant is responsible for providing first-level support to ERP software users. This role involves responding to user inquiries, resolving basic technical and functional issues, documenting support activities, and working closely with ERP consultants, support teams, and end users to ensure smooth and efficient system use across departments. Job Responsibilities include acting as the first point of contact for internal or external users experiencing issues with the ERP system, responding to inquiries via email, phone, or support ticket systems regarding system navigation, data entry, and module usage, providing guidance and basic troubleshooting for functional modules such as finance, inventory, sales, HR, and procurement, logging and categorizing support requests accurately in a ticketing system, troubleshooting and resolving common ERP issues or escalating to higher-level technical teams when necessary, following up with users to ensure satisfaction, maintaining clear records of user issues and resolutions, maintaining an accurate CRM database, assisting in developing and updating ERP help guides and internal documentation, supporting training sessions or onboarding for new users, collaborating with ERP consultants and business analysts to report bugs and suggest improvements, and continuously expanding knowledge of the ERP system. Job Requirements include a Bachelor degree in Business Administration, Information Technology, or a related field, a minimum of 3 years of experience in customer service, IT help desk, or ERP support, a basic understanding of ERP systems and business processes such as accounting, logistics, or HR, excellent English communication skills, proficiency with Microsoft Office Suite and support ticketing systems, exposure to ERP systems like SAP, Oracle ERP, Microsoft Dynamics, NetSuite, Infor, or Odoo, experience with remote desktop tools, and fluency in Arabic as a distinct advantage.