Technical Support Executive

Sri Lanka·Colombomid

Customer SuccessTechnical Support

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Technical Tools

Customer SuccessTechnical Support

Provide first-level technical support to end users and ensure timely issue resolution
Monitor and manage user support requests while maintaining a high standard of customer service
Collaborate with internal technical teams to troubleshoot and resolve system-related issues
Support the development and implementation of workarounds for urgent or critical issues to ensure business continuity
Ensure all support activities are handled within agreed Service Level Agreements (SLAs)
Conduct user training sessions and product walkthroughs to support onboarding and effective product usage
Maintain accurate documentation of issues, resolutions, and support activities
Escalate complex technical issues to relevant teams when required
Assist users with system navigation, troubleshooting, and operational guidance
Prior experience in ERP customization and first-level ERP support will be considered an added advantage
Experience with Microsoft Power Platform tools such as Power Automate, Power Apps, and Power BI will be an added advantage

Requirements

Minimum 2 years of experience in the software industry or a related technical support environment
Experience working in SLA-driven support or help desk environments
Strong troubleshooting, analytical, and problem-solving skills
Excellent verbal and written communication skills in English
Strong interpersonal and customer handling skills
Ability to manage multiple tasks and work under pressure
Good decision-making and issue-resolution capabilities