First-Level Support & Customer Onboarding Specialist

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