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 respond to user inquiries via calls, emails, and chats, diagnose software issues, guide users through the system, and ensure all problems are resolved efficiently and professionally. Your support will cover various ERP modules including sales, purchase, inventory, accounts, and HR, helping users maximize their experience with the software.

Key Responsibilities
- Manage user communications calmly and professionally through calls, emails, and chat platforms.
- Diagnose software and ERP-related bugs by identifying root causes and providing effective solutions or workarounds.
- Escalate confirmed bugs with detailed documentation such as screenshots, error messages, and reproduction steps.
- Conduct onboarding sessions for new users, introducing them to the software’s modules and key features via calls and screen-sharing.
- Support users across ERP modules including sales, purchase, inventory, accounts, and human resources.
- Log and track all support cases in the ticketing system, ensuring timely follow-up until resolution.
- Develop and maintain knowledge base articles, sharing insights on recurring issues and user feedback with the team to improve service quality.

Required Qualifications
- Diploma or Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- 1 to 3 years of experience in technical support, call center operations, 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 and simply to non-technical users.
- Comfortable providing remote support using 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.
- Certifications such as ITIL Foundation or customer service training are a plus.

Work Schedule
This is a full-time, onsite position based at our Bahadurabad, Karachi office, with working hours from Monday to Friday, 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 clients. This role offers excellent opportunities to develop your skills in ERP and software support, with a clear career growth path within both support and product teams.

If you are ready to contribute your expertise and grow your career in a dynamic environment, we encourage you to apply.