Our client, a growing ERP consulting and technology solutions provider serving businesses across Cyprus and Europe, is seeking a Customer Success Consultant to join its team in Nicosia.
This position may suit candidates with experience in ERP or software support, customer service, accounting, business operations, information systems or client-side ERP usage who want to develop within a professional ERP customer success environment. Previous experience with Priority ERP or another ERP system will be considered an advantage but is not essential.
This position is suitable for people who enjoy helping clients, investigating practical problems, understanding business processes, communicating clearly and taking responsibility for issues through to complete resolution.
Main Responsibilities:
- Develop expertise in Priority ERP, the company's complementary solutions, and the business processes and system configurations of the clients supported by the team.
- Receive and manage support requests through the ticketing system, email, and telephone, ensuring that each request is logged, categorized, prioritized, and acknowledged promptly.
- Act as a professional first point of contact for client users, communicating clearly about the issue, its priority, the next steps, and expected follow-up.
- Investigate, reproduce, and diagnose functional issues, resolving basic or common requests using system knowledge, available documentation, and remote support tools.
- Distinguish between user guidance, data or configuration issues, software defects, and new requirements, gathering the evidence and context needed for effective resolution.
- Identify urgent or high-impact situations, prioritize them in accordance with service procedures and agreed response targets, and escalate them promptly.
- Route more complex requests to the appropriate consultants, software developers, technical teams, or external providers with clear documentation, and coordinate follow-up until resolution.
- Maintain ownership of assigned requests, provide regular progress updates, confirm that the client is satisfied with the outcome, and close tickets with complete and accurate records.
- Provide user guidance, training, and practical advice to help clients use Priority ERP effectively and reduce repeat issues.
- Maintain and improve support documentation, knowledge base articles, procedures, frequently asked questions, and user instructions.
- Assist with the testing of fixes, software updates, releases, and configuration changes, and, depending on experience, handle selected configuration, reporting, or data-related tasks.
- Review recurring requests and ticket trends to identify training, documentation, configuration, or process improvements, and work with the Customer Success, Consulting, and Software Development teams to implement them.
- Support the handover of new implementations and major project changes into ongoing customer support, ensuring that relevant configurations, open items, and support arrangements are understood and documented.
Qualifications and Skills Required:
- Excellent customer service, communication, and problem-solving skills, with the ability to support users with different levels of technical knowledge.
- Strong documentation skills, attention to detail, and follow-up discipline.
- Ability to organise and prioritise multiple concurrent requests and remain calm and professional when dealing with urgent issues.
- High level of computer literacy.
- Excellent spoken and written Greek and English.
- Willingness to learn, take responsibility, and develop as a Customer Success Consultant in a professional ERP environment.
- Ability to work both independently and as part of a team.
Advantageous:
- Experience in ERP support, software helpdesk, functional or technical support, customer success, service desk operations, or a related role.
- Experience with Priority ERP, Microsoft Dynamics, SAP, NetSuite, Odoo, Sage, Oracle, Infor, or similar ERP systems.
- Experience as an ERP key user, super-user, or internal system owner within a business.
- Practical knowledge of accounting, finance, sales, purchasing, inventory, logistics, or other operational processes.
- Experience with ticketing systems, remote support tools, service-level targets, incident prioritisation, or escalation procedures.
- Understanding of databases, SQL, reporting tools, data imports, or software development concepts.
- Experience providing user training or preparing user instructions, support procedures, or knowledge-base content.
- Knowledge of Dutch, French, German, or Italian.
Requirements
- Strong interest in ERP systems, business processes, customer support, and business software.
- Some understanding of business processes in areas such as finance, sales, purchasing, inventory, logistics, projects, or operations.
- Ability to investigate problems systematically, gather relevant information, and explain findings and next steps clearly.
Benefits
- Competitive Remuneration Package
- Flexible Working Hours
- Exposure to International ERP Projects
- Bonuses Based on Performance
- Provident Fund
Education and experience
- University degree in a relevant subject, such as Business, Accounting, Finance, Information Systems, Computer Science, Engineering, Mathematics, or a related field.
- Junior Customer Success Consultant: 1–2 years of relevant experience in customer support, business analysis, accounting, finance, operations, ERP or business software, or a related role.
- Customer Success Consultant: 3–5 years of relevant experience, including hands-on exposure to supporting ERP or business software users, investigating and resolving customer queries, gathering requirements, testing solutions and providing user guidance or training.
- Senior Customer Success Consultant: 6+ years of relevant experience, including substantial responsibility for complex ERP support cases, customer relationships, issue escalation and resolution, root-cause analysis, requirements definition, solution testing, user training and the continuous improvement of customer service and system use.
Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.
