Location

Poolany, Thrissur, Kerala, IN

Department

Sales - C

Employment Type

Full-time

Applications Received

3

Experience

Freshers / 0-1 Year Experience

Job Overview

We are looking for a friendly, patient, and technically inclined On-Call Technical Support Executive to assist customers with issues related to our ERP and business software.

The candidate will be responsible for understanding customer problems over phone calls and other communication channels, providing appropriate guidance, and escalating technical issues to the development or technical team when required.

This role is suitable for freshers who have good communication skills, basic computer knowledge, and a willingness to learn our ERP software.

Key Responsibilities

1. Handle customer support calls and assist users with their software-related queries.
2. Understand customer problems clearly and provide appropriate solutions or instructions.
3. Guide customers on how to use different features and modules of our ERP software.
4. Learn the companys ERP software thoroughly and develop a good understanding of its functionality.
5. Assist customers with billing, inventory, sales, purchase, reports, and other ERP-related operations.
6. Identify whether an issue is related to user operation, configuration, or a technical/software problem.
7. Escalate technical issues to the appropriate development or technical team when necessary.
8. Follow up on reported issues and ensure customers receive the required assistance.
9. Maintain proper records of customer issues and support requests.
10. Communicate clearly and professionally with customers.
11. Help create and maintain basic support documentation and FAQs.
12. Continuously learn new ERP features and software updates.
13. Provide feedback from customers to the product and development teams.

Required Skills Communication Skills
1. Good communication skills are essential.
2.



Malayalam proficiency is highly key, as the role involves supporting Malayalam-speaking customers.
3. Good knowledge of English is preferred.
4. Ability to communicate patiently and clearly with customers.
5. Ability to understand customer problems and explain solutions in simple language.
6. Good listening skills and a customer-friendly attitude.

Basic Computer Knowledge The candidate should have basic knowledge of using a computer, including:
1. Windows/computer operations.
2. Internet and web browsers.
3. Basic file and folder management.
4. Microsoft Excel / Google Sheets.
5. Microsoft Word / Google Docs.
6. Basic email usage.
7. Downloading, uploading, and sharing files.
8. Basic troubleshooting of common computer/software issues.

ERP Software Knowledge No prior ERP experience is mandatory.

The candidate will be trained on our ERP software and is expected to:

1. Learn the ERP system thoroughly.
2. Understand the purpose and workflow of different modules.
3. Understand common customer issues.
4. Guide users through ERP operations.
5. Explain features and workflows to customers.
6. Identify common user errors and help customers resolve them.
7. Escalate genuine software/technical issues to the appropriate team.

Problem-Solving Ability The candidate should have a basic problem-solving mindset. You should be able to:
1. Listen to the customers problem.
2. Understand what the customer is trying to accomplish.
3. Ask the right questions to identify the issue.
4.



Check whether the issue is caused by incorrect usage or a technical problem.
5. Provide the appropriate solution or guidance.
6. Escalate the issue when necessary.
7. Follow up until the issue is properly addressed.

Good to Have
1. Previous customer support or technical support experience.
2. Experience working with ERP, POS, billing, or business software.
3. Basic understanding of accounting/billing processes.
4. Basic knowledge of troubleshooting software issues.
5. Familiarity with CRM or helpdesk systems.
6. Basic knowledge of computer hardware and networking.

Who Can Apply Freshers are encouraged to apply.

We are looking for candidates who are:

1. Willing to learn.
2. Patient and customer-friendly.
3. Good at communicating.
4. Comfortable speaking with customers over the phone.
5. Comfortable using computers.
6. Able to learn new software quickly.
7. Responsible about following up on customer issues.
8. Interested in technology and business software.

Important Requirements

Must Have

1. Good communication skills.
2. Malayalam - Important.
3. Basic English communication.
4. Basic computer knowledge.
5. Willingness to learn our ERP software.
6. Customer-friendly attitude.
7. Good problem-solving ability.

Experience

1. Freshers are welcome.
2. Prior technical/customer support experience is an advantage.

Ideal Candidate The ideal candidate does not necessarily need to be an expert in technology. We are looking for someone who can communicate well, understand customer problems, learn our ERP software quickly, and provide the right assistance to customers with patience and professionalism.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 On-Call Technical Support Executive (Thrissur)
🏢 Caddayn
📍 Thrissur