Software Support Executive

2 days ago

Bhiwandi, India sweetcounty Full time

Job Description: Software Support Executive

Position: Software Support Executive / Customer Support Engineer
Department: Support / Customer Success
Location: Bhiwandi Dapoda
Employment Type: Full-Time

About the Role

We are seeking a proactive and customer-focused Software Support Executive to join our team. You will be the first point of contact for clients, responsible for resolving technical issues, guiding users, and ensuring smooth functioning of our software platform. Your role is key to driving customer satisfaction and retention.

Key Responsibilities

  • Provide technical support via phone, chat, email, or ticketing system.
  • Troubleshoot and resolve issues related to software installation, configuration, and usage.
  • Guide clients through product features, updates, and best practices.
  • Log, track, and escalate issues to internal teams when necessary.
  • Collaborate with the development and QA teams to resolve recurring technical issues.
  • Maintain accurate documentation of issues and resolutions in the support system.
  • Conduct training sessions or product demos for customers when required.
  • Ensure timely follow-up with customers and maintain high satisfaction levels.

Requirements

  • Bachelor's degree in Computer Science, IT, Engineering, or related field (preferred).
  • 0–3 years of experience in technical support / software support / customer service.
  • Good understanding of POS systems / SaaS applications / basic networking.
  • Strong problem-solving and analytical skills.
  • Excellent communication skills (English, Hindi, or regional languages as per business need).
  • Ability to work in shifts, including weekends or holidays, if required.
  • Familiarity with tools like ticketing systems (Freshdesk, Zendesk, Jira) is a plus.

Key Skills

  • Software Troubleshooting
  • SQL / Basic Database Queries (optional but preferred)
  • Patience & Empathy in dealing with clients
  • Multi-tasking and Time Management

Job Types: Full-time, Permanent

Pay: ₹20, ₹25,000.00 per month

Benefits:

  • Provident Fund

Work Location: In person

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