Customer Support Executive

Job Summary:

We are seeking a skilled and motivated Support Executive with 2 years of experience in supporting business applications. The ideal candidate will possess strong domain knowledge in HRMS, ERP, SRM, CRM, Contract Management, Finance & Supply Chain or any other product domain etc. This role requires excellent analytical, troubleshooting, communication, and documentation skills to provide effective support to end-users and ensure smooth application operations.

Key Responsibilities:

1. Application Support:
• Provide first-level and second-level support for business applications, ensuring timely resolution of user issues.
• Analyze, troubleshoot, and resolve technical and functional application problems.
2. Issue Management:
• Identify, replicate, and document application issues for escalation to development teams if required.
• Monitor and manage support tickets to ensure timely resolution and proper closure.
3. Demonstration & Training:
• Conduct product demonstrations and end-user training for various business applications.
• Develop training materials, user guides, and documentation to enhance user understanding.
4. Collaboration:
• Liaise with internal teams, such as development and QA, to resolve application issues and implement improvements.
• Work closely with stakeholders to gather requirements and understand user concerns.
5. Process Optimization:
• Identify areas for improvement in application processes and workflows to enhance efficiency.
• Suggest and support the implementation of best practices for system usage.
6. Documentation:
• Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and knowledge base articles.
• Document and update application configurations, workflows, and processes.

Required Skills & Qualifications:

• Experience:
  Minimum of 2 years of experience supporting business applications.
• Domain Knowledge:
  Expertise in one or more of the following areas: HRMS, ERP, SRM, CRM, Finance, or Supply Chain Management.
• Technical Skills:
• Proficiency in troubleshooting and analyzing application-related issues.
• Basic understanding of databases and query handling (e.g., SQL).
• Familiarity with ticketing systems and issue tracking tools.
• Analytical & Problem-Solving Skills:
  Strong ability to analyze issues, identify root causes, and propose effective solutions.
• Communication & Interpersonal Skills:
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• Documentation Skills:
  Proficiency in creating clear, concise, and user-friendly documentation and guides.

Preferred Qualifications:

• Bachelors degree in Computer Science, Information Technology or a related field.
• Certification in relevant business applications or systems (e.g., SAP, Oracle, Microsoft Dynamics).
• Experience in conducting application demos and user training.

Location:

• Muscat, Sultanate of Oman

Language

• Fluent in English / Arabic Speaker (prefer Omani National)