Ticket Support Specialist – Zoho CRM

# Ticket Support Specialist – Zoho CRMPosted date []  ()|  | The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies.
The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimise the benefits of the UAE’s strategic location, world-class infrastructure and business- and tax-friendly environment.
Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.... |Ticket Support Specialist – Zoho CRM      Join IFZA Dubai as a Ticket Support Specialist and play a pivotal role in ensuring seamless functionality and user satisfaction with Zoho CRM.

You will be responsible for managing support tickets, troubleshooting software issues, and maintaining high service standards. This position requires a keen understanding of Zoho CRM, excellent problem-solving skills, and a commitment to delivering outstanding customer support.

Job Location:

Dubai, United Arab Emirates   Job Type: Full-Time   Job Industry: Free Zone Services   Job Function: IT Support and Customer Service   Salary:
Negotiable   Gender: Any

Key Responsibilities:

Ticket Management:
- Monitor and manage incoming support tickets through the helpdesk system.
- Prioritize, assign, and resolve Zoho CRM-related tickets efficiently.  - Ensure all tickets are documented, updated, and closed with complete resolution details.
Troubleshooting and Resolution:
- Diagnose and troubleshoot software issues related to Zoho CRM features, customizations, workflows, and integrations.
- Collaborate with the software development and IT teams to escalate and resolve complex issues.  - Provide timely updates and resolutions to end-users, ensuring clear communication.
Customer Support:
- Communicate clearly and effectively with end-users to gather information, provide updates, and confirm issue resolution.
- Deliver excellent customer service while maintaining professionalism and empathy.
System Monitoring and Reporting:
- Monitor Zoho CRM performance to identify recurring or potential issues.
- Prepare weekly/monthly reports on support ticket status, resolutions, and patterns for management review.
Documentation and Training:
- Document standard solutions for recurring issues and maintain a knowledge base.
- Assist in training end-users on CRM functionality and troubleshooting steps to enhance user proficiency.
Requirements:

Education and Experience:

- Strong understanding of Zoho CRM features, workflows, customizations, and integrations.
- Basic knowledge of Deluge scripting or CRM automation is a plus.
- Familiarity with helpdesk tools (e.g., Zoho Desk, Jira, or similar platforms).
- Excellent analytical and troubleshooting abilities to diagnose and resolve technical issues.
- Exceptional communication and interpersonal skills for effective customer interactions.
- High attention to detail and strong organizational skills.  - Proven ability to manage time effectively and handle multiple tickets simultaneously.

What We Offer:

- International team environment with over 50 nationalities.
- 24 annual leave days.
- Annual flight home.
- Life insurance plan.
- Medical insurance plan with an option to upgrade at your own cost.
- Access to exclusive Fazaa discounts at participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more.  - Invitations to participate in company functions, staff events, and team-building activities.  - Opportunities to learn, develop, and grow within the organization.  - A dynamic and supportive team culture focused on continuous improvement.
About the company      The International Free Zone Authority (IFZA) offers Free Zone licenses…