Customer Support Executive (ERP)

Climax Software Solutions is seeking a customer-focused and technically skilled Customer Support Executive specializing in ERP to join our expanding team. The ideal candidate will have hands-on experience in ERP support, software troubleshooting, customer service, and ERP implementation. In this role, you will assist customers with ERP-related inquiries, resolve software issues, support system configuration and implementation, and provide user training to ensure a seamless customer experience. Collaboration with internal teams to address technical challenges, enhance system usability, and maintain high customer satisfaction is a key aspect of this position.

Key Responsibilities
- Deliver first-level support to customers using ERP software by resolving functional and basic technical issues.
- Assist with ERP implementation tasks including system configuration, user setup, and addressing workflow-related questions.
- Respond promptly to customer inquiries via phone, email, remote support, and in-person interactions when necessary.
- Troubleshoot ERP issues related to system functionality, business workflows, and fundamental accounting processes.
- Conduct ERP user training sessions, guiding customers on software features, workflows, and best practices.
- Create, update, and manage support tickets using JIRA, ensuring thorough documentation and timely resolution.
- Coordinate with development, QA, and internal teams to investigate and resolve complex technical issues.
- Support software testing activities such as bug reporting, feature validation, and release testing.
- Maintain accurate records of customer issues, solutions, user guides, and other support documentation.
- Follow up with customers to confirm issue resolution and uphold a high standard of customer satisfaction.

Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
- Minimum of 2 years’ experience in ERP support, ERP implementation, software support, IT support, or a similar role.
- Strong understanding of ERP systems, business processes, and basic accounting principles.
- Proficiency with issue tracking tools, particularly JIRA.
- Excellent troubleshooting, analytical thinking, and problem-solving abilities.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Demonstrated customer service skills characterized by patience, helpfulness, and a solution-oriented approach.
- Ability to manage multiple support requests, prioritize tasks effectively, and meet deadlines.
- Proactive mindset with the capability to work independently as well as collaboratively within a team.

Preferred Qualifications and Benefits
- Competitive salary commensurate with experience and skills.
- Performance-based incentives to reward contributions and achievements.
- Comprehensive health and life insurance coverage.
- Opportunities for professional training and career development.
- Hands-on experience working on ERP implementation and software projects.
- A collaborative and supportive work environment fostering teamwork and growth.
- Potential for long-term career advancement within the organization.

This is a full-time, in-person position based in Karachi. Candidates must be able to reliably commute or plan to relocate prior to starting work. Joining Climax Software Solutions offers the chance to deepen your ERP expertise, enhance your technical support capabilities, and contribute meaningfully to improving business software solutions. We prioritize teamwork, continuous learning, customer satisfaction, and professional growth.

Salary Range: Rs60,000 to Rs100,000 per month, depending on experience.