Deskripsi Pekerjaan
Join A1 Solutions as an ERP Software Customer Technical Support Lead and become a key player in our growing technology company. This full-time remote position offers a unique opportunity to lead a dedicated support team while providing expert technical assistance to clients using our ERP solutions. You'll work flexible remote shifts while contributing to innovative projects that drive digital transformation for businesses across industries. We're seeking career-oriented professionals who thrive in dynamic environments and are passionate about delivering exceptional customer experiences. As a leader in this role, you'll mentor team members, optimize support workflows, and ensure seamless resolution of complex technical issues. This position combines technical expertise with leadership skills, making it ideal for experienced professionals ready to advance their careers in IT support management.
Tanggung Jawab
- Lead and mentor a team of ERP software technical support specialists
- Provide escalated technical support for complex ERP system issues
- Develop and implement standardized support protocols and documentation
- Collaborate with product development teams to resolve system bugs
- Monitor team performance metrics and customer satisfaction scores
- Train customers on ERP software functionality and best practices
- Coordinate cross-functional troubleshooting with engineering teams
- Manage customer relationships and ensure service level agreements are met
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 3 years of ERP technical support experience
- Previous team leadership or supervisory role
- Strong expertise in ERP implementation and troubleshooting
- Proficiency with remote work technologies and communication tools
- Excellent problem-solving and analytical skills
- Certification in ERP systems (SAP, Oracle, etc.) preferred
- Experience with ITIL or IT service management frameworks