Technical Support Specialist

Job Description

Job Title: Technical Support Specialist – School ERP Location: Surat Department: Customer Support / IT Reports To: Support Manager / Product Manager Employment Type: Full-Time Job Summary: We are seeking a motivated and customer-focused Technical Support Specialist to provide high-quality support for our School ERP (Enterprise Resource Planning) system. In this role, you will assist school administrators, teachers, and staff in resolving software-related issues, training users, and ensuring smooth operation of the ERP platform. Key Responsibilities: Provide Level 1 and Level 2 technical support to users of the School ERP system via phone, chat, or remote tools. Diagnose, troubleshoot, and resolve issues related to user access, system configuration, modules (e.g., attendance, exams, fees, timetables), and performance. Guide users through system features, processes, and best practices. Record and track support tickets in the helpdesk system, ensuring timely resolution and communication. Escalate complex technical issues to the development or QA teams with detailed documentation. Assist with deployment, testing, and updates of new ERP modules or features. Provide training sessions or create training material for new users (videos, manuals, FAQs). Gather user feedback and suggest improvements to the ERP interface or workflows. Maintain logs of software issues, solutions, and user interactions for reporting and analysis. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or any Graduates. Minimum 1–3 years of experience in technical support, preferably for educational or ERP software. Strong understanding of school operations and academic processes is a plus. Excellent troubleshooting, problem-solving, and communication skills. Familiarity with Excel and databases (MySQL, PostgreSQL), basic networking, and browser-based applications. Ability to learn new software quickly and explain it clearly to non-technical users. Preferred Skills: Experience with School ERP platforms. Knowledge of basic SQL queries or report generation tools. Understanding of web technologies and APIs. Fluency in multiple regional languages (for local school support) is a bonus.