Technical Support Executive

• Provide first-level technical support to end users and ensure timely issue resolution
• Monitor and manage user support requests while maintaining a high standard of customer service
• Collaborate with internal technical teams to troubleshoot and resolve system-related issues
• Support the development and implementation of workarounds for urgent or critical issues to ensure business continuity
• Ensure all support activities are handled within agreed Service Level Agreements (SLAs)
• Conduct user training sessions and product walkthroughs to support onboarding and effective product usage
• Maintain accurate documentation of issues, resolutions, and support activities
• Escalate complex technical issues to relevant teams when required
• Assist users with system navigation, troubleshooting, and operational guidance
• Prior experience in ERP customization and first-level ERP support will be considered an added advantage
• Experience with Microsoft Power Platform tools such as Power Automate, Power Apps, and Power BI will be an added advantage

Requirements

• 3+ years of experience in the software industry or a related technical support environment
• Experience working in SLA-driven support or help desk environments
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written communication skills in English
• Strong interpersonal and customer handling skills
• Ability to manage multiple tasks and work under pressure
• Good decision-making and issue-resolution capabilities

Preferred Skills

• Exposure to ERP systems and customization support
• Familiarity with Microsoft Power Platform technologies
• Understanding of customer support best practices and ticketing systems
• Ability to conduct end-user training and product demonstrations