Accountant Technical Support

About UsDaftra - دفترة is a leading cloud-based SaaS provider supporting more than 50 business sectors across the region. Our platform delivers secure, scalable, and fully customizable enterprise management solutions with a 99.9% uptime guarantee, accessible anytime, anywhere, across multiple devices.Objective of the PositionAt Daftra, we simplify business operations by empowering organizations with flexible systems that grow with their needs backed by strong engineering, product excellence, and customer-centric innovation.The Accounting Technical Support Agent is responsible for providing professional accounting and system-related support to customers using the company’s cloud ERP software (Daftra). The role ensures customers can efficiently use the system to meet their business and accounting requirements by resolving issues, guiding best practices, and delivering a high-quality support experience across multiple communication channelsDuties & Responsibilities• Act as an accounting support representative for the ERP system, assisting customers in using the software efficiently.• Receive and resolve customer inquiries and issues via phone, email, and chat channels.• Diagnose product or service problems by clarifying customer complaints and identifying root causes.• Explain and apply the most appropriate solutions, ensuring customer understanding and satisfaction.• Guide customers on best practices for using the system in alignment with their business and accounting needs.• Handle and follow up on customer complaints to ensure full resolution.• Conduct online meetings or screen-sharing sessions to demonstrate system features or resolve complex issues.• Test system functionalities and report bugs or system issues to the Product or Technical teams.• Coordinate with internal teams to escalate and resolve critical or recurring issues.• Maintain accurate documentation of customer interactions, cases, and resolutions in the support systemQualifications- Education & Experience:• Bachelor’s degree in accounting.• Minimum 1+ years of experience as an accountant or in an accounting-related role.• Previous experience working in a software or SaaS company is preferred.• Experience supporting ERP or accounting systems is a strong advantage.- Technical Skills:- Strong knowledge of accounting principles and financial workflows.- Excellent proficiency in Excel and accounting software.- Ability to understand and explain ERP system functionalities.- Basic system testing and bug identification skills.- Soft Skills:- Excellent verbal and written communication skills.- Strong customer handling and problem-resolution abilities.- Ability to explain accounting and technical concepts in a clear, simple manner.- Patience and professionalism when dealing with customer issuesWork Model:Onsite (Rotational Shift)Why Join Daftra?- USD Salary- Transportation allowance- Career growth- MBA discount- Gym membership- Friendly environment