Application Support Engineer

4 days ago

Mumbai, Maharashtra, India Contentverse by Computhink Full time ₹ 6,00,000 - ₹ 8,00,000 per year

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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