Customer Support Consultant

What you will be working on:

• Able to identify gaps, propose solutions that are standard within ERPNext
• Willing to engage with developers and create test scenarios for identified issues when required
• Proactive in solution search, replicating business issues in test servers for quicker turnarounds
• Self-driven in taking ownership to closing issues and keeping customers engaged by actively communicating the solution to customers
• Ability to empathise with customers and relate to the problems they face
• Thorough with support flows, SLAs management and customer issue resolution
• Build customer interaction capabilities (surveys forms/ feedback)
• Provide timely solutions, manage support ticket numbers & nature and identify adoption patterns

What we are looking for:

• Willingness to work in an open-minded and flexible work environment where core values support employee growth, honesty and trust
• A keen learner who is open to receiving and giving feedback and challenging the status quo
• The problem-solving mindset with a focus on solving issues proactively
• Strong communication skills with an ability to communicate essentials as well as gather requirements
• Methodical with a keen eye on SLAs
• Should be willing to work partial/ full night shifts to maximise overlap with clients time zone when required
• Any graduate with a BCom, BSc. or BA degree from a recognised university

Working at Frappe

Frappe primarily works on creating open source software frameworks and applications. Our flagship product, ERPNext, is loved by thousands of people worldwide. We were established in 2008 and have a great reputation for building great products. We believe in creating the best products in the world and forging our own path doing it.

The work timings are flexible so you don't have to be. Work from anywhere at any time. We don't track hours, we track delivery. We encourage you to read more about the company vision and our values.

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