Business Support Analyst
Odoo
Business Support Analyst
Are you ready to learn fast and have a real impact on the company?
Join Odoo, a growing software company with a killer product, a huge global community, as well as a fun and exciting work environment.
What you will do:
As a Business Support Analyst, with a positive attitude and dynamism, you will provide support and help to our existing customers, and our colleagues as well. Our goal is to make our customers happy by solving their issues and giving them a good quality service.
Your mission will consist of helping our software's users by investigating to provide them the perfect answer to their questions. When a customer's request comes in, through ticketing, live chat and phone calls, you will have to understand the functional issue and investigate. If needed, you will redirect customers to our Developers, depending on the types of request.
Indeed, you will closely collaborate with internal teams such as Consultants, Sales or Developers.
Responsibilities
- Expertise: Develop proficiency in using Odoo’s SaaS/cloud applications.
- Problem-solving: Focus on prioritizing and implementing creative solutions to address customer inquiries.
- Communication: Clearly convey ideas and solutions to customers through both written and verbal communication.
- Customer satisfaction: Ensure quick and accurate resolution of customer issues to improve their satisfaction
- Collaboration: Work closely with Engineering, Product, and Development teams to escalate urgent issues and provide constructive feedback.
- Product testing: Actively engage in testing new and updated products, offering suggestions for improvisation.
- Product enhancement: Contribute towards the improvement of our product and documentation
- Support channels: Handle Tier 1 and Tier 2 issues through email, chat, and phone support.
- Customer feedback: Gather and share user feedback with the product team to assist in feature development.
Must Have
- Fluency in both English and Arabic (written and spoken)
- SaaS familiarity and knowledge of G Suite
- Ability to communicate technical concepts clearly and effectively, both written and orally
- Thrive in a critical learning and social setting, embracing new challenges and opportunities
- Customer oriented
- Autonomous and fast learner
NICE TO Have
- Business experience at an ERP
- Good knowledge of business processes
- Experience/knowledge with tickets-support
- Technical knowledge (XML, Python, JS)
What's great in the job?
- Great team of very smart people in a friendly and open culture
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company