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 system features, and ensure all problems are resolved efficiently and professionally. Your support will cover various ERP modules, helping users navigate and troubleshoot the system while maintaining a calm and friendly approach.

Key Responsibilities

- Handle user communications through calls, emails, and chats with professionalism and patience.
- Diagnose software and ERP-related bugs by identifying root causes and guiding users toward effective solutions.
- Provide temporary workarounds when necessary and escalate confirmed bugs with detailed documentation, including screenshots, error messages, and reproduction steps.
- Conduct user onboarding sessions by introducing new users to the software, its modules, and key features via calls and screen-sharing tools.
- Support ERP modules such as sales, purchase, inventory, accounts, and human resources.
- Log and track all support cases in the ticketing system, ensuring timely follow-up until resolution.
- Develop knowledge base articles and share 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 discipline.
- Between 1 to 3 years of experience in technical support, call centers, 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.
- Excellent verbal communication and active listening skills.
- Ability to explain complex technical concepts clearly and simply to non-technical users.
- Comfortable providing remote support using screen-sharing and other remote assistance tools.
- Experience working with ticketing or CRM systems to manage support cases.

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-related credentials are a plus.

Work Schedule
This is a full-time, onsite position based at our office in Bahadurabad, Karachi, 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 many users. This role offers an excellent opportunity to enhance your skills in ERP and software support, with a clear career growth path within both support and product teams.

If you are passionate about helping users and have the technical expertise to support ERP systems, we encourage you to apply and become a valued member of our team.