Software Support Executive

Impact HR & KM Solutions

1 - 2 Years
1 Openings
2.0 - 3.0 Lac/Yr
Posted today
Face-to-Face interview
Nashik

Key Skills

Git Hub Data Base Server VM VPN Fire Wall Scripting Red Hat Networking Knowledge (OSI Network Layers TCP/IP)

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Job Description

Customer Support & Troubleshooting:

Serve as the first point of contact for customers seeking technical assistance via phone, email, chat, or ticketing systems.

Diagnose and resolve software-related issues, including functionality problems, error messages, and usability challenges.

Guide users step-by-step through problem-solving processes or feature usage.

Prioritize and manage multiple support requests simultaneously, ensuring timely responses and resolutions.

Issue Escalation & Follow-up:

Escalate complex or unresolved issues to higher-level support teams, development teams, or relevant departments.

Follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.

Collaborate with internal teams (., development, QA, product) to provide feedback and facilitate bug fixes or feature enhancements.

Documentation & Knowledge Management:

Accurately log and document all customer interactions, technical issues, and resolutions in the ticketing system.

Contribute to and maintain a knowledge base, FAQs, and self-help articles to empower users and reduce support volume.

Identify recurring issues and suggest proactive solutions or training materials.

Product Knowledge & Training:

Maintain a deep understanding of the software product(s) and their functionalities, updates, and integrations.

Educate customers on product features, best practices, and new releases.

Continuously learn and stay updated on industry trends and software advancements.

Customer Satisfaction:

Ensure a positive customer experience by being empathetic, professional, and efficient.

Gather customer feedback and contribute to improving support processes and product usability.

Experience
1 - 2 Years
No. of Openings
1
Education
B.C.A, B.Com, M.C.A, M.Com
Role
Software Support Executive
Industry Type
Call Centre / BPO / KPO / ITES / LPO
Gender
[ Male / Female ]
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office
Face interview location
Impact HR Solutions Ravi Chambers Basement, Below Laminate Gallery, Office No 8, Canada Corner

About Impact HR & KM Solutions

Impact HR & KM Solutions is benchmarked as one of the most trusted and dedicated HR & Outsourcing Companies in India that has been serving its clients over the years. We have earned a name for ourselves for providing clients innovative HR solutions. We are one among the very few companies that understand clients needs to the roots and make efforts to go to those roots just as to give them what they want. Our services include HR Outsourcing Services, Talent Management, Knowledge Management, ,Executive Hunt, Resume Services, Corporate Governance and Networking Solutions. We place candidates across various industries like Banking / Financial, BPO, Human Resource, Engineering, Medical/Health Care/Pharmaceuticals, FMCG, Export/ Import, Education / Training and Automobile.Our services are prompt and cater to all kinds of clients. At Impact HR & KM Solutions, we provide customized solutions for all kind of clients with great levels of enthusiasm and passion towards them.