Senior Customer Support Specialist

21 hours ago

Karachi, Sindh, Pakistan iTack Solutions Full time

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iTack Solutions is looking for a highly skilled and client-focused Senior Customer Support Specialist with proven expertise in ERP systems. This role plays a key part in delivering exceptional client service by supporting ERP solutions, conducting live product demonstrations, translating client requirements into actionable steps for internal teams, and ensuring seamless implementation.

You will be at the forefront of client interactions — driving successful onboarding, building long-term relationships, and enhancing overall customer satisfaction.

iTack Solutions is looking for a highly skilled and client-focused Senior Customer Support Specialist with proven expertise in ERP systems. This role plays a key part in delivering exceptional client service by supporting ERP solutions, conducting live product demonstrations, translating client requirements into actionable steps for internal teams, and ensuring seamless implementation.

You will be at the forefront of client interactions — driving successful onboarding, building long-term relationships, and enhancing overall customer satisfaction.

Key Responsibilities:
  • Provide timely, expert-level support for ERP-related functional and technical queries.
  • Lead product walkthroughs and onboarding sessions tailored to each client's operational needs.
  • Gather, analyze, and document client business requirements for system configuration.
  • Coordinate with internal teams (product, development, and implementation) to ensure client requirements are understood and executed.
  • Assist in configuring ERP modules and participate in testing and rollout activities.
  • Proactively manage support tickets, ensuring resolution within SLA timelines.
  • Foster long-term client relationships through professional communication and regular engagement.
  • Continuously contribute to improving internal processes and client experience.
Required Qualifications:
  • Demonstrated experience supporting or implementing ERP solutions such as:
  • Odoo
  • Microsoft Dynamics
  • EfroTech
  • QuickBooks
  • Zoho Books
  • OR any ERP platform covering accounting, inventory, HR, and payroll.
  • Strong grasp of ERP workflows and functional modules (Accounts, HR, Payroll, Inventory, etc.).
  • Exceptional verbal and written communication skills.
  • Analytical thinking with the ability to understand and solve client issues effectively.
  • Experience managing multiple client accounts or tickets in a fast-paced environment.
Preferred Qualifications:
  • Bachelor's degree in Business, Accounting, Information Technology, or a related field.
  • Experience in ERP implementation or client-facing functional consulting roles.
  • Hands-on familiarity with tools like Jira, Freshdesk, HubSpot, or other CRM/support systems
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
  • IndustriesIT Services and IT Consulting

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