Technical Support Specialist - ECI Automate

ParamInfo


Date: 3 weeks ago
City: Dubai
Contract type: Full time
Job Description

Job role: Technical Support Specialist - ECI Automate

Location: Dubai

Technical Support Specialist with expertise in e-automate to join our team. In this role, you will provide technical support, troubleshoot, and offer solutions related to e-automate, an ERP software used to manage service, accounting, and distribution operations. The ideal candidate will have a strong understanding of e-automate functionality, configuration, and troubleshooting, with excellent customer service skills.

Key Responsibilities

Technical Support:

  • Provide prompt and effective technical support to end-users, addressing issues related to the e-automate system (ECI)
  • Troubleshoot, resolve, and escalate issues as needed, ensuring minimal disruption to business operations.
  • Assist with installation, configuration, and system setup of e-automate, including integration with other systems (e.g., financial systems, CRM).
  • Support user queries on e-automate modules including Service Management, Inventory, Accounts Payable/Receivable, and Purchasing.

System Maintenance & Updates

  • Assist in regular software updates, patches, and version upgrades for e-automate.
  • Monitor system performance, identify issues, and provide proactive solutions to prevent future incidents.
  • Perform routine backups, disaster recovery testing, and ensure system security.

User Training & Documentation

  • Conduct training sessions for end-users on best practices, new features, and system updates related to e-automate.
  • Create and maintain user documentation, knowledge base articles, and troubleshooting guides.

Customization & Integration

  • Provide assistance with customizing e-automate to meet the specific needs of the business.
  • Collaborate with other IT teams to ensure seamless integration between e-automate and other business-critical applications (e.g., CRM, accounting software, etc.).
  • Issue Tracking & Reporting:
  • Utilize a ticketing system to track user-reported issues and monitor resolution times.
  • Provide regular updates to management regarding system performance, recurring issues, and areas for improvement.
  • Collaboration with Vendors & Support Teams:
  • Work closely with e-automate vendors, support teams, and other third-party providers to resolve complex technical issues.
  • Maintain strong relationships with e-automate software vendors to ensure access to necessary resources and updates.

Qualifications

Experience:

  • Proven experience providing technical support for e-automate or similar ERP software in a customer support or IT role.
  • Strong experience in troubleshooting issues related to e-automate’s core modules (Service, Accounting, Inventory, Purchasing, etc.).
  • Experience with e-automate system installation, configuration, and customization is a plus.
  • Familiarity with integrating e-automate with other software platforms (CRM, accounting systems, etc.) is a plus.

Technical Skills

  • Proficient in understanding and working with databases (e.g., SQL), and system integrations.
  • Knowledge of networking, server, and infrastructure environments is an advantage.
  • Familiarity with the e-automate interface and user roles/permissions setup.

Soft Skills

  • Strong problem-solving abilities, with attention to detail and analytical skills.
  • Excellent verbal and written communication skills to interact with both technical and non-technical users.
  • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
  • Strong customer service orientation with a patient and professional demeanor.
  • Education:
  • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field preferred.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified, etc.) are a plus.

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