Software Support Executive

1. Job Description:

· Check and analyze ticket priorities, and respond accordingly.

· Resolve client issues within the given SLA.

· Provide customers with step-by-step guidance by troubleshooting issues, asking targeted questions, and providing prompt responses to resolve the ticket.

· If there is a bug in the application, forward the ticket to the development team.

· Provide all necessary information regarding the development ticket to the developer.

· If there is a new custom request, close the ticket after informing the client, and forward the client’s requirement to the implementation & Sales team via email.

· Investigate the root causes of issues/bugs to fix them permanently before deployment at the customer’s end.

· Follow up on development related tickets with the development team and update the response on ticket accordingly.

· Responsible for conducting training sessions for team members and new joiners.

2. Job Specification:

· Bachelor’s Degree in BSIT/BSCS/ BSSE or relevant certification.

· Candidate must have minimum 02+ years of experience in the relevant field

· Excellent analytical and problem-solving skills.

· Exceptional ability to prioritize and diagnose problems.

· Good interpersonal skills

Work Location: In person