Software/Customer Support Executive

1 day ago

Jaipur, Rajasthan, India Autovyn Consultancy Private Limited (CMMI Level 3 Appraised) Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Job Title: Customer / Software Support Executive

Experience: 3 to 8 Years

Location: Jaipur (on-site)

Department: Customer Success / Technical Support

Job Summary:

We are seeking an experienced and customer-focused
Customer / Software Support Executive
with 3–8 years of experience in handling client issues, software troubleshooting, and technical support operations. The ideal candidate will have hands-on experience with
Zendesk
,
Jira
, and advanced
Excel
skills to manage data and create actionable reports. Strong communication and analytical abilities are key to success in this role.

Key Responsibilities:

  • Manage and resolve customer queries through
    Zendesk
    ,
    Jira
    , email, or phone in a professional and timely manner.
  • Troubleshoot software and system-related issues, identify root causes, and ensure resolution within SLAs.
  • Collaborate with development, QA, and product teams for escalation and resolution of complex issues.
  • Analyze recurring issues and recommend process or product improvements.
  • Prepare and maintain detailed support documentation and knowledge base articles.
  • Generate and analyze reports using
    Excel
    (Pivot Tables, VLOOKUP, HLOOKUP, advanced formulas).
  • Monitor ticket queues and ensure prompt follow-up with customers.
  • Contribute to customer satisfaction and retention by providing proactive, solution-oriented support.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, IT, or a related field (preferred).
  • 3–8 years of experience
    in customer or technical support roles (preferably in SaaS or software industry).
  • Proficiency in
    Microsoft Excel
    – Pivot Tables, VLOOKUP, HLOOKUP, formulas, dashboards, and data analysis.
  • Strong working knowledge of
    Zendesk
    ,
    Jira
    , or similar ticketing/support platforms.
  • Excellent
    communication skills
    – both verbal and written.
  • Strong analytical thinking, troubleshooting, and problem-solving skills.
  • Ability to multitask and manage priorities in a fast-paced environment.

Preferred Qualifications:

  • Experience supporting software products or SaaS platforms.
  • Familiarity with SQL or basic database queries (added advantage).
  • Knowledge of CRM systems and reporting tools.
  • Experience in handling international clients or cross-functional teams.

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