Job Title

Application Support Executive ShareDocs Enterpriser (ECM/DMS)

Location

Mumbai

Experience

1–4 Years

About the Role

We are looking for an enthusiastic and customer-focused Application Support Executive to join our ShareDocs Enterpriser support team. The role involves providing functional and application support to enterprise customers, investigating issues, coordinating with internal technical teams, and ensuring timely resolution of customer requests.

The ideal candidate should possess strong communication skills, analytical thinking, and the ability to understand business processes and enterprise applications.

Key Responsibilities

- Provide first-level and second-level application support to enterprise customers through email, phone, and remote sessions.
- Understand customer-reported issues, reproduce scenarios, and perform initial troubleshooting.
- Investigate application issues using logs, database queries, and available diagnostic tools.
- Coordinate with Product, Development, QA, and Infrastructure teams for issue resolution.
- Track incidents, service requests, and change requests through the ticketing system.
- Maintain regular communication with customers by providing timely updates on reported issues.
- Prepare daily, weekly, and monthly MIS reports related to support activities, SLA compliance, and incident trends.
- Validate fixes before sharing them with customers.
- Assist customers during application deployment, upgrades, configuration changes, and user acceptance testing.
- Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.




- Identify recurring issues and recommend process or product improvements.
- Ensure adherence to defined SLAs and internal support processes.

Required Skills

- Excellent verbal and written communication skills.
- Robust analytical and problem-solving abilities.
- Good customer handling and stakeholder management skills.
- Ability to investigate and troubleshoot software application issues.
- Good understanding of SQL and basic database concepts.
- Knowledge of Windows and web-based applications.
- Familiarity with Microsoft Excel and preparation of MIS reports.
- Ability to multitask and prioritize customer issues.
- Strong documentation skills.

Preferred Skills

- Experience supporting SaaS or enterprise software applications.
- Knowledge of Document Management Systems (DMS), Enterprise Content Management (ECM), or Workflow applications.
- Exposure to APIs, application logs, IIS/Apache, or cloud environments will be an advantage.
- Basic understanding of software testing and defect lifecycle.
- Experience working with ticketing tools such as Jira, Freshdesk, Zoho Desk, or similar platforms.

Educational Qualification

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Equivalent technical qualifications with relevant experience will also be considered.

What We're Looking For

- Customer-first mindset.
- Strong ownership and accountability.
- Ability to learn new technologies quickly.
- Positive attitude and willingness to work in a collaborative environment.
- Good time management and organizational skills.
- Ability to work under pressure while maintaining quality and professionalism.

📌 Application Support Executive- ShareDocs Enterpriser (Maharashtra)
🏢 Hridayam Soft
📍 Maharashtra