Customer Support Analyst

Job Description

Company Description

marten Technologies presents a comprehensive proposal for the implementation of Odoo ERP solution to address the operational needs and challenges faced by our clients. Smarten is a Silver Reseller Partner of Odoo ERP solutions in Nepal, with a track record of success in delivering tailored ERP solutions to businesses across various industries around the globe.

We are committed for delivering exceptional value and service to our clients. Smarten, a Silver Reseller Partner of Odoo offers you a hassle-free ERP implementation service to meet customers requirement. We are experts in implementing business applications and have mastered the strategy of implementing the right software. As an ISO-certified company, Smarten upholds internationally recognized standards, enhancing credibility, ensuring quality management and improving efficiency.

Role Description

We are seeking a Customer Support Analyst to join our dynamic support team. In this role, you will be the first point of contact for our customers, providing technical assistance, troubleshooting issues, and ensuring a seamless user experience with Smarten’s products. The ideal candidate is passionate about customer success, has strong problem-solving skills, and thrives in a fast-paced environment.

• Provide first-level technical support to customers via email, chat, and phone, resolving issues related to Smarten’s software solutions.
• Troubleshoot and diagnose software issues, escalating complex cases to the appropriate teams when necessary.
• Document and track customer interactions, issues, and resolutions in the CRM/ticketing system.
• Assist customers with product onboarding, training, and best practices to enhance their experience.
• Collaborate with Product Development, QA, and Sales teams to relay customer feedback and improve product functionality.
• Create and update knowledge base articles, FAQs, and user guides to help customers self-resolve common issues.
• Participate in customer success initiatives, including webinars, training sessions, and feedback collection.
  

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent experience).
• 1-3 years of experience in customer support, technical support, or a similar role (SaaS/analytics software experience is a plus).
• Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
• Familiarity with CRM systems and ticketing workflows.
• Excellent communication skills (written and verbal) with a customer-centric approach.
• Ability to work in a fast-paced, remote-friendly environment with a collaborative mindset.
  

• Experience with Odoo ERP Software.
• Knowledge of JIRA, Confluence, or other collaboration tools.
• Certification in customer support or IT service management.