About the role
Act as the first point of contact for all stakeholder issues and requests.Collect, document, and classify issues into categories: technical bugs, unclear business requirements, or new feature requests.Provide initial troubleshooting and resolve common technical problems directly.Escalate complex issues to Product Owners or technical teams with clear documentation.Maintain and manage a ticketing/issue tracking system to ensure accountability and timely resolution.Monitor ERP system performance and proactively identify potential issues.Prepare weekly and monthly reports on issue trends, resolution times, and stakeholder satisfaction.Develop and maintain a knowledge base (FAQs, troubleshooting guides, ERP usage tips).Conduct user training sessions and provide guidance on ERP modules (Finance, POS, Inventory, HR).Support post‑delivery ERP operations by handling stakeholder concerns without disrupting Product Owners.Assist in system testing and validation during upgrades or new module deployments.Ensure compliance with company policies and ERP standards in all support activities.Continuously improve support processes by suggesting workflow enhancements and automation opportunities.
Minimum 2 years of experience in technical support or helpdesk roles.Hands-on experience with ERP systems (Finance, POS, Inventory, HR modules preferred).Strong technical foundation with ability to analyze and triage issues effectively.Familiarity with Agile workflows and sprint-based issue handling.Excellent communication skills in both English and Arabic.Strong problem-solving mindset and ability to work under pressure.Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk) is a plus.Ability to prepare structured documentation and communicate with both technical and non-technical stakeholders.
Minimum 2 years of experience in technical support or helpdesk roles.Hands-on experience with ERP systems (Finance, POS, Inventory, HR modules preferred).Strong technical foundation with ability to analyze and triage issues effectively.Familiarity with Agile workflows and sprint-based issue handling.Excellent communication skills in both English and Arabic.Strong problem-solving mindset and ability to work under pressure.Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk) is a plus.Ability to prepare structured documentation and communicate with both technical and non-technical stakeholders.
