Product Support Specialist - ERP

ABOUT OUR STRIVEN ERP HELPDESK ROLE:

We are looking for a professional and energized Striven ERP Helpdesk Specialist to support our Striven customers. If you love helping people and you're customer-centric, we want to meet you! You'll put yourself in the shoes of the customer, be supportive, polite, optimistic and happy as a customer service representative.

Striven ERP is our all-in-one business solution. It incorporates a suite of business tools- CRM, Accounting, Operations and Human Resources tools that work together to help small and mediums sized businesses grow, simplify and reduce costs.

We believe a specialized solution is worthy of every customer issue. We will create a tailored action plan to address and fix any customer issues. Members of the team are encouraged to go above and beyond to ensure that our customers are always fully informed and satisfied by phone, live chat, or email.

A TYPICAL DAY IN STRIVEN SUPPORT:

Assisting in training and how-to questions on system usage for all-in-one business software through screen-shares, phone calls, discussion, and chat tools

• Troubleshooting system bugs and escalating to the development team for fixes with clear steps on how to recreate the bug
• Confirming bugs have been fixed and communicated back to the customer accordingly
• Work with customers to learn about change requests they wish to have within the system

Requirements:

• Experience in business practices such as CRM, HR, Project Management, Accounting, etc.
• Experience with commonly used Customer Service/Technical Support software packages such as Jira, Slack, Zoho, Zendesk, Salesforce, etc.
• Familiarity with Google Workspace apps (Sheets, Docs, Drive, Calendar, etc.)
• Incredible verbal and written communication
• Prioritization and organization skills
• Adaptability to process changes
• Multitasking abilities
• Attention to detail

Preferred:

• Associates Degree
• Experience providing customer service and/or technical support to an international clientele
• Experience with accounting software such as Quickbooks, Tally, etc.
• Excel experience (ability to handle basic formatting and equations) and basic skills with other MS Office tools.
• Friendly and personable approach to customer interactions
• Problem-solving skills (analytical thinking, creative solutions, root cause analysis)