Software Support Executive

This role will be rotational shifts.

Timings are :

13:00 -22:00

07:00 - 16:00

22:00-07:00

During holidays, weekend shifts and night shift are worked from home

Summary

A Product Support Engineer, will act as a liaison, resolve any emerging problems with product/ services that our customers might face, with accuracy and efficiency. The best PSEs are genuinely excited to help customers.

They are patient, empathetic, and passionately communicative. Product Support Engineers can put themselves in their customers shoes and advocate for them when necessary. Problem-solving also comes naturally to you.

You are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Job Responsibilities

1. Independently understand and analyse the problem faced by customers and share detailed

explanations with clients on the problem and solution provided.

2. Become a subject matter expert and remain up-to-date with all the latest developments of the

product.

3. Be a team player: When dealing with ambiguity, work with the external (Customers, vendors), and internal stakeholders (Technical, Operations, and Account Management teams) and ensure SLAs are always met.

4. Provide timely and expert advice on emerging trends and issues affecting Service Delivery and

Support. Develop strategies to allow Software Support to manage resultant problems. Monitor, Measure, Improve and report SLAs for Support and SaaS tickets.

5. Ability to learn quickly about product, platform, and manage the entire knowledge base. Create and maintain technical documentation for support and knowledge base.

6. Work with the various stakeholders to ensure SLAs are always met. Work closely with Service Delivery and Account Management teams to ensure client Retention and Success.

7. Responsible for team performance, analyzing trends and reporting on performance metrics to

management on a regular basis. Mentor and Motivate team members to provide outstanding

support. Identify training needs for the team.

8. Maintain high quality standards and bring Innovation & process improvement to further growth of the team and self. Ensure there are robust procedures and processes within the software support function.

9. Implementing shift process and ownership mindset. Manage the Shift Rotation and Team Availability for 24 X 7 Support

Desired candidate will have:

• Exceptional written and oral English skills
• Willingness to learn and multi-tasking skills.
• Be Self driven & High sense of ownership
• Confident at troubleshooting
• Strong problem-solving and a desire to seek the root cause of an issue
• Excellent client-facing & listening skills.
• Previous experience of working/dealing with customers.
• Experience working on tools such as JIRA, Excel.