Software Support Executive – Pipold, Surat

Additional Details

Job Description

Responsibilities:

Overall Support: Communicate with customers and internal stakeholders with regards to support and maintenance
incidents. Work closely with internal teams, clients, and their vendors to Be part of scheduled and preventive
maintenance plans. Prepare internal and client response communication (email, chat etc.) templates. Keeping a record of client's quires.

Provide Technical Support to Client: Assist customers in troubleshooting problems, diagnose issues with software
installation and application, identify sources of the problem and offer solutions. Work closely with the development
team to get the issues fixed.

Assist with Software Design and Development: Keep involved in the creation of new software and work closely with
software development teams to identify and resolve potential issues in the development stage. Analyse all aspects of the software and make suggestions throughout the development phase to avoid issues in the final product.

Create Technical Documents and Manuals: Create & Updating self-help documents so client can try to fix problems
themselves.

Required Skills:
• strong analytical, troubleshooting, and problem-solving skills.
• The ability to work in teams, as well as independently.
• Strong verbal and written communication skills, English is a must to be able to work with overseas clients Address
customer concerns and issues regarding software installation and operation.
• Communicate with users/ customers at a defined interval and provide ongoing updates
• Document complaint reports and troubleshooting steps
• Assist software developers to resolve technical issues during the software development phase
• Teach customers how to install and use software products
• Basic Database operations (MS SQL Server, Oracle etc.)
• Knowledge about Windows Server Operating systems and IIS will be preferred