Application Support Engineer
4 days ago
Role:- Customer Support Executive
Experience:- 1-3 years
Location:- Mumbai/Delhi
Notice Period:- Immediate to 15 days
The Customer Support Executive will provide technical assistance and end-user support for our Document Management System (DMS). The role involves handling customer queries, troubleshooting functional and technical issues, coordinating with internal teams for resolution, and ensuring a smooth and satisfactory customer experience. The candidate should have strong analytical skills, a good understanding of web-based applications, and a customer-focused approach
Roles & Responsibilities:
· Act as the first point of contact for customer issues via email, phone, or ticketing system.
· Log, track, and resolve customer incidents within defined SLAs.
· Troubleshoot and resolve DMS-related issues, including installation, configuration, document upload, search, and workflow.
· Assist with product upgrades, patches, and deployment coordination.
· Manage change requests and customer enhancement requests, ensuring proper evaluation and documentation.
· Collaborate with internal teams (Development, QA, Implementation) for issue resolution.
· Provide guidance on product features, configurations, and best practices.
· Maintain documentation for common issues, fixes, and FAQs.
- · Escalate critical issues or recurring problems to higher support levels when necessary.
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