SUPPORT OUR GROWTH PLANS AS OUR NEXT CUSTOMER SUPPORT CONSULTANT
We are seeking a dedicated and service-oriented professional to join our team as a Customer Support Consultant. In this role, you will be responsible for delivering exceptional customer service to our clients—responding to inquiries, resolving issues efficiently, and providing clear, accurate information about our products and services.
Success in this position requires exceptional strong communication skills, a customer-focused mindset, and the ability to work effectively in a fast-paced, technical environment.
WHAT AWAITS YOU AT IPTOR:
- Professional Development: We're committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
- Flexible Work arrangements: Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
- A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone’s contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.
Get a full overview at: Careers - Iptor
YOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY
- Respond to customer inquiries in a timely and professional manner.
- Resolve customer issues and complaints efficiently, ensuring a high level of customer satisfaction.
- Document all customer interactions and issues accurately in the customer support ticketing system.
- Assist customers with troubleshooting and resolving technical issues related to IPTOR ERP products and services.
- Escalate complex issues to appropriate internal teams for further investigation and resolution.
- Collaborate with other departments to address and resolve cross-functional customer issues.
- Provide feedback to management on recurring customer issues and suggest improvements to processes and services.
- Assist in the development and implementation of customer support policies and procedures.
- Assist in system configuration, data validation, and minor customizations as needed.
- Participate in client onboarding, including system walkthroughs or knowledge transfer sessions.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Monitor system alerts or logs to proactively identify potential issues.
- Support software upgrades, patch management, and regression testing.
- Provide after-hours or on-call support on a rotational basis (if applicable).
YOU STAND OUT FROM THE CROWD IF YOU HAVE
To be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:
- Experience supporting ERP systems in a functional or technical capacity.
- Basic SQL skills for querying data or analyzing logs.
- Basic knowledge of RPG programming.
- Familiarity with ITIL or other IT service management frameworks.
- Knowledge of incident, problem, and change management best practices.
- Experience with documenting support cases, solutions, and procedures.
- Understanding of business processes relevant to supply chain, inventory, warehousing, distribution, or finance (e.g., AR/AP, GL, budgeting).
- Experience in customer-facing roles within the ERP/software industry preferred.
- Experience with customer service platforms (e.g., Zendesk, JIRA).
- Knowledge of InterForm, NetLang, and Nextway is advantageous.
- Understanding of EDI (Electronic Data Interchange) processes is a plus.
Inclusion and Diversity
At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual's contributions are celebrated and respected. Join us in creating an environment where each individual's unique contributions shape our success. 🌟
RECRUITER
Selina Pereira
Talent Acquisition specialist