Requirements
Requires minimum 2 years of professional experience in technical support, business analysis, ERP, CRM, or software implementation. Must have strong SQL knowledge, good understanding of PHP and JavaScript for troubleshooting and minor code changes. Excellent analytical, problem-solving, communication, and documentation skills are essential. Ability to deliver training and record instructional videos is also required.
Description
Key Responsibilities : ● Investigate and analyze reported issues and operational problems.● Communicate with our team and agents to fully understand business requirements.● Translate business requirements into clear functional and technical specifications.● Define required screens, workflows, validation rules, reports, and system enhancements.● Work closely with the development team to ensure requirements are complete, accurate, and ready for implementation.● Perform advanced SQL investigations and execute approved database updates when required.● Configure ERP settings, users, roles, permissions, and system parameters.● Configure third-party services such as Meta (WhatsApp Cloud API) and similar platforms, including creating service accounts, obtaining the required credentials, and configuring the ERP connection. Programming these integrations is not required.● Use a good understanding of PHP and JavaScript to troubleshoot issues and implement minor code changes when required.● Reproduce issues, identify root causes, document findings, and assist in testing new features and bug fixes before deployment.● Create and maintain ERP documentation, user guides, standard operating procedures, and knowledge base articles.● Record clear instructional videos explaining ERP features, workflows, configurations, and business processes.● Deliver online or in-person training sessions for users, agents, and new team members.● Prepare training materials and ensure users understand new features, workflows, and system updates.Required Qualifications :● Minimum 2 years of professional experience in technical support, business analysis, ERP, CRM, or software implementation.● Strong SQL knowledge with the ability to investigate complex database issues and safely perform database updates.● Good understanding of PHP and JavaScript, with the ability to troubleshoot issues and implement minor code changes when required. Extensive software development experience is not required.● Strong analytical and problem-solving skills with excellent attention to detail.● Excellent communication and interpersonal skills.● Ability to translate business and operational requirements into clear, actionable technical specifications.● Experience writing functional specifications, implementation requirements, and technical documentation.● Strong documentation skills, including creating user guides, knowledge base articles, and instructional materials.● Ability to record professional instructional videos and prepare clear learning materials.● Ability to deliver effective training sessions for both technical and non-technical users.● Ability to work independently, prioritize tasks, and manage multiple responsibilities.Preferred Qualifications :● Experience working with systems such as Salesforce or Zoho.● Experience working directly with software development teams.● Understanding of the Software Development Life Cycle (SDLC).● Experience in software testing and quality assurance.