Software Support Engineer

Job description:

Job Title: Software Support Executive

Location: Ahmedabad (Work From Office)

Department: Customer Support / Product Support

Experience: 2–3 years

About the Role

We are looking for a proactive and customer-focused Software Support Executive to join our team. The ideal candidate will be responsible for providing technical assistance, resolving product-related issues, and ensuring a seamless experience for clients using our software solutions.

Key Responsibilities

• Provide first-level technical support to customers via calls, emails, and chat
• Diagnose and troubleshoot software issues with a structured approach
• Escalate complex issues to the technical team with detailed documentation
• Maintain accurate records of customer interactions and resolutions
• Assist customers with product onboarding, training, and feature adoption
• Coordinate with internal teams (Development, QA, Product) for timely resolution
• Proactively follow up with customers to ensure closure and satisfaction
• Create and maintain support documentation, FAQs, and knowledge base
• Identify recurring issues and suggest improvements to the product

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, IT, or related field
• 2–3 years of experience in software/product support role
• Strong understanding of software applications, databases, and APIs
• Experience with ticketing tools (e.g., Zoho Desk, Freshdesk, Zendesk) will be an added advantage
• Good knowledge of SQL and basic data analysis
• Strong communication and problem-solving skills
• Ability to manage multiple tickets and prioritize effectively
• Customer-first approach with attention to detail

Preferred Skills

• Experience in a product-based IT company or SaaS environment
• Understanding of CRM/ERP systems
• Basic knowledge of debugging, logs analysis, and system monitoring

Key Performance Indicators (KPIs)

• First response time
• Average resolution time
• Customer satisfaction (CSAT) score
• Ticket closure rate
• Escalation percentage

What We Offer

• Opportunity to work on scalable software products
• Continuous learning and career growth opportunities
• Collaborative and dynamic work environment