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.
Job Type: Full-time
Pay: KD500.000 - KD700.000 per month
Education:

• Bachelor's (Preferred)

Experience:

• professional service , technical support: 5 years (Preferred)
• Odoo or CRM or ERP implementation: 3 years (Preferred)

Language:

• arabic (Required)

Location:

• Kuwait City (Required)