Software Support Associate

We are seeking a proactive and tech-savvy Software Support Associate who is ready to join at our Kochi & Coimbatore Office to provide first-level technical support to customers and internal users. The ideal candidate will be responsible for diagnosing and resolving software-related issues, ensuring customer satisfaction, and maintaining documentation. You will play a vital role in helping users get the most value from our software products. He also needs basic networking knowledge.

Key Responsibilities:

• Respond to customer queries via phone, email, chat, or ticketing systems.
• Troubleshoot software issues, bugs, and user errors in a timely manner.
• Guide customers through step-by-step solutions or escalate to development teams when necessary.
• Document issues, resolutions, and standard procedures in the knowledge base.
• Collaborate with QA and Product teams to identify recurring issues and improve product stability.
• Assist in software installations, configurations, updates, and license activations.
• Provide feedback on product usability and suggest improvements.
• Maintain high levels of customer satisfaction through professional and clear communication.
• Perform root cause analysis for critical incidents and contribute to incident resolution reports.

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 understand and explain 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:

• Prior 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

Pay: ₹20,000.00 - ₹30,000.00 per month

Shift:

• Day shift

Work Days:

• Weekend availability

Work Location: In person