Technical Zoho Ticket Support Specialist

About Us

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Job Description

The Ticket Support Specialist is responsible for handling, troubleshooting, and resolving software-related issues in Zoho CRM. This role ensures seamless CRM functionality, addressing user concerns promptly while maintaining high service standards.

Main Responsibilities

• Ticket Management
• Monitor and manage incoming support tickets via the helpdesk system.
• Prioritize, assign, and resolve Zoho CRM-related tickets efficiently.
• Ensure all tickets are documented, updated, and closed with complete resolution details.
• Troubleshooting and Resolution
• Diagnose and troubleshoot software issues related to Zoho CRM features, customizations, workflows, and integrations.
• Work closely with the software development and IT teams to escalate and resolve tickets beyond your scope.
• Provide timely updates and resolutions to end-users.
• Customer Support
• Communicate clearly and effectively with end-users to gather information, provide updates, and confirm issue resolution.
• Deliver excellent customer service while maintaining professionalism.
• System Monitoring and Reporting
• Monitor the performance of Zoho CRM to identify recurring or potential issues.
• Prepare weekly/monthly reports on support ticket status, resolutions, and patterns.
• Documentation and Training
• Document standard solutions for recurring issues and maintain a knowledge base.
• Assist in training end-users on CRM functionality and troubleshooting steps.
  
  

Requirements

• Strong understanding of Zoho CRM features, workflows, customizations, and integrations.
• Basic knowledge of Deluge scripting or CRM automation is a plus.
• Familiarity with helpdesk tools (Zoho Desk, Jira, or similar).
• Ability to identify root causes and implement effective solutions promptly.
• Strong analytical and troubleshooting abilities.
• Excellent communication and interpersonal skills.
• High attention to detail and organizational skills.
• Ability to manage time effectively and handle multiple tickets simultaneously.
• Basic knowledge of Deluge scripting or CRM automation is a plus.
• Familiarity with helpdesk tools (Zoho Desk, Jira, or similar).
  
  

Benefits

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization
• Being part of a motivated team and Moving-Forward-Company-Culture
  
  

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