Website:
safekt.com
Job details:
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
Click on Apply to know more.