Location: Gurgaon
Department: Customer Support / Operations
Reports To: Support Manager
Job Summary
We are seeking a proactive and technically skilled Support Executive to provide technical assistance and operational support to customers and internal teams. The ideal candidate will be responsible for troubleshooting software and hardware issues, managing database-related queries, coordinating with technical teams, and ensuring timely resolution of customer concerns. The role requires solid analytical skills, technical knowledge, and a customer-centric approach.
Key Responsibilities
Customer & Technical Support
- Respond to customer inquiries via phone, email, and other communication channels.
- Provide first-level technical support for software, hardware, and network-related issues.
- Diagnose and troubleshoot application, system, and database-related problems.
- Escalate complex technical issues to the relevant teams and monitor resolution progress.
- Follow up with customers to ensure complete issue resolution and satisfaction.
Database & Server Management
- Monitor and maintain SQL and MySQL databases.
- Perform database backups, restoration, and routine maintenance activities.
- Execute database queries and generate reports as required.
- Troubleshoot database performance and connectivity issues.
- Support the management and maintenance of database servers and application servers.
Operations & Documentation
- Record and track support requests, issues, and resolutions.
- Maintain technical documentation, service reports, and troubleshooting guides.
- Ensure compliance with service standards and response timelines.
- Assist in software updates, patches, and system upgrades.
Coordination & Reporting
- Collaborate with Development, Operations, and Implementation teams to resolve issues efficiently.
- Prepare daily, weekly, and monthly support status reports.
- Identify recurring issues and rec
📌 Support Engineer (Gurugram)
🏢 AmpleTrails
📍 Gurugram
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