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