Software Support Associate

You are a proactive and tech-savvy Software Support Associate seeking to join our Kochi & Coimbatore Office. Your main responsibility will be to provide first-level technical support to customers and internal users by diagnosing and resolving software-related issues promptly. Your role is crucial in ensuring customer satisfaction, maintaining documentation, and helping users maximize the value of our software products. Additionally, basic networking knowledge is required for this position. You will be expected to respond to customer queries through various channels such as phone, email, chat, or ticketing systems. Troubleshooting software issues, bugs, and user errors efficiently is key, along with guiding customers through solutions or escalating more complex issues to the development teams. Documenting problems, resolutions, and procedures in the knowledge base, collaborating with QA and Product teams to enhance product stability, and assisting in software installations, configurations, updates, and license activations are also part of your responsibilities. Providing feedback on product usability, ensuring high levels of customer satisfaction through effective communication, performing root cause analysis for critical incidents, and contributing to incident resolution reports are crucial aspects of the role. Required Skills & Qualifications: - Bachelor's degree in Computer Science, IT, or related field (or equivalent experience). - Strong verbal and written communication skills in English. - Ability to communicate technical issues to non-technical users. - Basic knowledge of software systems, operating systems (Windows/Linux), and databases. - Familiarity with ticketing systems like Zendesk, Freshdesk, or Jira. - Strong analytical and problem-solving skills. - Customer-focused mindset with patience and empathy. Preferred Qualifications: - Previous experience in a software support/helpdesk role. - Exposure to SQL, APIs, or cloud platforms (AWS, Azure). - Familiarity with SaaS platforms or enterprise software support. Location: Kochi & Coimbatore Working Days: Monday to Saturday Job Types: Full-time, Permanent Shift: Day shift Work Days: Weekend availability Work Location: In person,