Customer Support Executive

About Us Our Company is a product-focused software and SaaS provider in Myanmar, leveraging its status as a strategic technology arm of a powerful local business group. We are building an enterprise-grade software, specifically designed for the complexities and unique regulatory environment of the Myanmar market, aimed at the Manufacturing, Distribution, and Enterprise sectors. Opportunity We are seeking a highly detail-oriented and customer-focused Customer Support Executive to serve as the front line for all software users. This role is crucial for ensuring the smooth daily operation of our platforms by providing timely Level 1 support, troubleshooting common issues, and rigorously documenting user feedback to inform product improvements and drive adoption across all software modules. Key Responsibilities Level 1 Technical Support and Troubleshooting: Provide initial troubleshooting and resolution for user issues related to daily system operations across various enterprise software. Resolve common queries related to user access, data entry, report generation, and process workflows. Escalate complex or unresolved technical issues to Level 2 support or the respective Product/Development team, ensuring complete documentation of the problem, replication steps, and environmental details. User Feedback and Requirements Capture: Actively gather, categorize, and document user feedback and pain points from all internal teams and end-users; capture detailed information regarding feature gaps, operational friction, or required enhancements within the company’s product ecosystem; organize and present structured user feedback to relevant Product Managers for prioritization and incorporation into the product backlogs. Training and Documentation: Assist in creating and updating user manuals, knowledge base articles, FAQs, and support documentation based on recurring support queries; conduct basic training sessions for new users on general software interface features, common navigation, and best practices for data integrity; guide users on the proper usage of foundational data setup and system settings. Operational and Data Integrity Checks: Monitor daily support channels (e.g., ticket system, internal chat) to ensure fast response times and maintain high user satisfaction levels; assist users in validating and correcting data entry across key system entities; ensure all support activities adhere to established operational policies and data governance standards. Required Qualifications 2+ years of experience in Customer Support, Technical Support, or Application Support role, preferably within an enterprise software environment. Proven ability to troubleshoot and resolve issues in complex business applications (e.g., ERP, HR/HCM, SCM). Exceptional communication skills (written and verbal) and a strong customer‑centric approach. Highly proficient in using support ticketing systems and collaboration tools. Demonstrated ability to manage multiple priorities and operate effectively in a fast‑paced environment. Preferred Qualifications Direct experience supporting software used in the Manufacturing, Distribution, or Enterprise sectors. Familiarity with Agile/Scrum processes for escalating and tracking bugs/enhancements (e.g., JIRA). Experience providing support within the logistics or fast‑moving consumer goods (FMCG) sector. #J-18808-Ljbffr