Job Category: On-site
Job Type: Full Time
Job Location: Jaffna
We are looking for a Customer Support Officer to support NEXA ERP customers by managing inquiries, resolving system-related issues, and ensuring consistent service quality. This role is execution-focused and customer-facing.
Key Responsibilities
- Handle customer inquiries via phone, email, WhatsApp, and in-person
- Provide first-level support for NEXA ERP users (usage guidance, issue identification, FAQs)
- Create, update, and manage support tickets in Tawak for all customer issues
- Track ticket progress and ensure timely resolution
- Document issues clearly and escalate technical matters to the development team
- Follow up with customers until issues are fully resolved and confirmed
- Assist in onboarding new customers and explaining ERP features and workflows
- Maintain accurate customer records and communication history
- Identify recurring issues and report patterns for system and process improvement
Requirements
- HND / BSc in Information Technology, Business Management, or a related field
- Excellent communication skills in English & Tamil
- Advanced proficiency in Sinhala (spoken and written)
- Basic understanding of software systems or ERP platforms
- Strong documentation, follow-up, and problem-solving skills
- Customer-focused, organized, and process-driven