Einvoice Functional Support

Einvoice Functional Support

Job Description – Functional Consultant (Training & Support) – EVATRA
Position: Functional Consultant – Training & Support (3 Vacancies)
Experience: 2–3 Years
Location: UAE
Department: Customer Success & Support
Product: EVATRA – UAE e-Invoicing Platform
About EVATRA
EVATRA is a UAE FTA-compliant e-Invoicing platform that enables businesses to automate invoice exchange, ensure regulatory compliance, and integrate seamlessly with ERP and accounting applications.
Role Overview
We are looking for customer-focused Functional Consultants to provide implementation support, user training, and post-go-live assistance for EVATRA customers. The consultant will serve as the primary functional point of contact, ensuring smooth adoption and effective utilization of the platform.

Key Responsibilities
- Customer Training
- Conduct product demonstrations and user training sessions.
- Prepare training materials, user manuals, and knowledge-base articles.
- Organize onboarding sessions for new customers.
- Deliver functional workshops and process walkthroughs.

Functional Support
- Handle customer support tickets and functional queries.
- Analyze issues and provide timely resolutions.
- Coordinate with technical teams for escalations and defect tracking.
- Monitor support SLAs and ensure timely closure of tickets.
- Assist customers with configuration and setup activities.

Implementation Support
- Support implementation and go-live activities.
- Assist customers with master data validation and onboarding.
- Perform functional testing and UAT support.
- Provide post-implementation support and customer follow-up.

Required Skills
- Strong communication and presentation skills.
- Customer-facing experience in software implementation or support.
- Ability to understand business processes and workflows.
- Experience in ticketing and support management tools.
- Strong troubleshooting and analytical skills.
- Ability to create user documentation and training materials.

Preferred Qualifications
- Bachelor's degree in business, Commerce, Accounting, IT, or related field.
- Experience in ERP, e-Invoicing, Tax Technology, SaaS, or Finance applications.
- Knowledge of UAE VAT and e-Invoicing regulations is an advantage.

Key Performance Indicators (KPIs)
- Customer satisfaction (CSAT) score.
- Training completion and adoption rate.
- Ticket resolution time.
- SLA compliance percentage.
- First-contact resolution rate.
- Customer retention and support quality metrics.

Employment Type
- Full-Time
- Immediate Joiners Preferred