Technical Support- Software domain-Gurugram

Thotnr Consulting

2 - 3 years

4 - 6 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

dashboards sql data analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Technical Support Executive

Key Responsibilities:

Provide technical support and troubleshooting assistance to end-users for software applications.
Diagnose, investigate, and resolve software-related issues within defined SLAs.
Utilize
MySQL
to run queries, extract data, and assist in identifying root causes of technical issues.
Monitor and interpret
system dashboards
to identify anomalies, performance issues, and error trends.
Collaborate with development and QA teams to escalate and resolve complex issues.
Maintain detailed records of customer interactions, reported issues, and solutions in the ticketing system.
Provide periodic reports and updates to stakeholders on issue status and resolutions.

Participate in knowledge base creation and contribute to support documentation.

Preferred candidate profile

Bachelors degree in Computer Science, Information Technology, or related field.
Minimum
2 years of experience
in
technical support
for software products or SaaS applications.
Proficiency in
MySQL
(ability to write and execute queries).
Ability to
read and analyze dashboards
to identify issues or performance bottlenecks.
Strong problem-solving and analytical skills.
Excellent communication and customer-handling skills.
Familiarity with ticketing systems and remote troubleshooting tools.

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