First-Level Support & Customer Onboarding

Job Description

🚀 We’re Hiring: First-Level Support & Customer Onboarding Specialist | ITM Development As ITM Development continues to grow internationally, we are looking for a First-Level Support & Customer Onboarding Specialist to strengthen our customer-facing team. This is a hands-on role for someone who enjoys working with customers, understands technology, and can communicate clearly and professionally. Your responsibilities will include: * Providing first-level support to customers and partners * Receiving, understanding, and qualifying customer support requests * Resolving standard functional and configuration-related issues * Reproducing and documenting technical issues before escalation to the development team * Following up on open support cases and ensuring customers receive timely updates * Participating in and leading customer onboarding sessions * Guiding new customers through initial setup, configuration, and use of our solutions * Providing online demonstrations and basic user training when required * Helping customers understand workflows between bWEB, ERP and eCommerce systems * Preparing clear documentation, instructions, and internal support notes * Coordinating closely with our development, implementation, sales, and project teams * Identifying recurring customer issues and helping us continuously improve our products and support processes What we’re looking for: * Fluent spoken and written English is essential * Excellent communication skills and a professional approach to customers * Basic knowledge of ERP systems and/or eCommerce platforms * Good general understanding of web-based business applications * Ability to understand business processes and explain technical topics in a simple way * Strong problem-solving and analytical skills * Organized, responsible, and able to follow issues through to resolution * Comfortable working with customers from different countries and cultures * Previous experience in SaaS support, ERP, eCommerce, software implementation, helpdesk, or customer onboarding is a strong advantage Knowledge of platforms such as SAP Business One, QuickBooks, Magento 2, Shopify, or similar ERP/eCommerce solutions would be an additional advantage. At ITM Development, first-level support is not simply about answering tickets. We want someone who can understand the customer, investigate the issue, take ownership, and become a trusted point of contact throughout the customer journey. If you are technically curious, customer-oriented, and interested in developing your career in an international software environment, we would like to hear from you. 📩 Interested? Send us your CV and a short introduction via LinkedIn. #Hiring #CustomerSupport #TechnicalSupport #CustomerOnboarding #SaaS #ERP #eCommerce #SAPBusinessOne #Magento #Shopify #ITMDevelopment