Customer Service Assistant

Enterprise Systems Analysis Technology; Abu Dhabi; On-site; AED 100,000 - 140,000; Full time

Job summary

Shapoorji Pallonji & Company Pvt. Ltd. in Abu Dhabi seeks an ERP Software Customer Service Assistant to provide first‑level support to ERP users.

You will answer inquiries, troubleshoot basic issues, document activities, and collaborate with consultants, support teams and end users to ensure smooth ERP usage across departments. The role requires a Bachelor’s degree in business, IT, or related field and at least 3 years in customer service or ERP support, with strong English and Arabic language

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field.
• At least 3 years in customer service, IT help desk, or ERP support.
• Basic understanding of ERP systems and business processes (accounting, logistics, HR).
• Excellent English communication skills.
• Proficiency with Microsoft Office and support ticketing systems.
• Exposure to ERP systems such as SAP, Oracle ERP, MS Dynamics, NetSuite, Infor or Odoo.
• Experience with remote desktop tools.
• Arabic fluency is a distinct advantage.

Responsibilities

• Act as the first point of contact for users experiencing ERP issues.
• Respond to inquiries via email, phone, or support tickets about navigation and module usage.
• Provide guidance and basic troubleshooting for ERP modules (finance, inventory, sales, HR, procurement).
• Log and categorize support requests in a ticketing system.
• Troubleshoot common ERP issues or escalate to technical teams as needed.
• Follow up with users to ensure satisfaction and document resolutions.
• Maintain accurate CRM records and help update ERP guides and documentation.
• Support training sessions or onboarding for new users.
• Collaborate with ERP consultants and business analysts to report bugs and suggest improvements.
• Continuously expand knowledge of the ERP system.

Skills

English proficiency

Microsoft Office

Ticketing systems

ERP familiarity

Remote desktop tools

Arabic language advantage

Education

Bachelor degree in Business Administration/IT or related field

Tools

SAP

Oracle ERP

Microsoft Dynamics

NetSuite

Infor

Odoo

Remote Desktop Tools

Job description

The ERP Software Customer Service Assistant is responsible for providing first-level support to ERP software users. This role involves responding to user inquiries, resolving basic technical and functional issues, documenting support activities, and working closely with ERP consultants, support teams, and end users to ensure smooth and efficient system use across departments.

Job Responsibilities

• acting as the first point of contact for internal or external users experiencing issues with the ERP system
• responding to inquiries via email, phone, or support ticket systems regarding system navigation, data entry, and module usage
• providing guidance and basic troubleshooting for functional modules such as finance, inventory, sales, HR, and procurement
• logging and categorizing support requests accurately in a ticketing system
• troubleshooting and resolving common ERP issues or escalating to higher-level technical teams when necessary
• following up with users to ensure satisfaction
• maintaining clear records of user issues and resolutions
• maintaining an accurate CRM database
• assisting in developing and updating ERP help guides and internal documentation
• supporting training sessions or onboarding for new users
• collaborating with ERP consultants and business analysts to report bugs and suggest improvements
• continuously expanding knowledge of the ERP system.

Job Requirements

• a Bachelor degree in Business Administration, Information Technology, or a related field
• a minimum of 3 years of experience in customer service, IT help desk, or ERP support
• a basic understanding of ERP systems and business processes such as accounting, logistics, or HR
• excellent English communication skills
• proficiency with Microsoft Office Suite and support ticketing systems
• exposure to ERP systems like SAP, Oracle ERP, Microsoft Dynamics, NetSuite, Infor, or Odoo
• experience with remote desktop tools
• fluency in Arabic as a distinct advantage.