Technical Help Desk Specialist

We are seeking a Technical Help Desk Specialist to serve as the primary point of contact for users of our office automation and ERP software. In this role, you will handle incoming calls, diagnose software issues, assist users in navigating the system, and ensure that all inquiries are resolved promptly and professionally. Your ability to communicate clearly and provide effective support will be essential in maintaining user satisfaction and smooth software operation.

Key Responsibilities
- Manage user interactions via calls, emails, and chats with a calm and friendly demeanor.
- Diagnose software and ERP-related bugs by identifying root causes and guiding users toward solutions.
- Provide temporary workarounds and escalate confirmed issues with detailed documentation, including screenshots, error messages, and reproduction steps.
- Conduct onboarding sessions for new users, introducing them to software modules and key features through calls and screen-sharing.
- Support users across various ERP modules such as sales, purchase, inventory, accounts, and HR.
- Log and track all support cases in the ticketing system, ensuring timely follow-up until resolution.
- Develop and maintain knowledge base articles, sharing recurring issues and user feedback with the team to improve service quality.

Required Qualifications
- Diploma or Bachelor’s degree in Computer Science, IT, Business Administration, or a related field.
- 1 to 3 years of experience in technical support, call center, or software help desk environments.
- Solid understanding of business or office automation software.
- Practical knowledge of ERP systems and business workflows.
- Hands-on experience with one or more ERP platforms such as Odoo, SAP, ERPNext, or Microsoft Dynamics.
- Strong verbal communication and active listening skills.
- Ability to explain technical concepts clearly in simple, non-technical language.
- Comfortable using remote support and screen-sharing tools.
- Experience working with ticketing or CRM systems.

Preferred Qualifications and Benefits
- Experience in user training or software onboarding is an advantage.
- Basic understanding of databases, user roles, and permissions.
- Familiarity with accounting, inventory, or supply chain processes.
- ITIL Foundation or customer service certification is a plus.

Work Schedule and Location
This is a full-time, in-person position based at our office in Bahadurabad, Karachi. The working hours are Monday to Friday, from 9:00 AM to 6:00 PM.

Why Join Us
You will be part of a supportive team working on products that are used daily by many users. This role offers an excellent opportunity to develop your skills in ERP and software support, with a clear career growth path within our support and product teams.

Compensation
The monthly salary range for this position is Rs50,000 to Rs70,000.