This is a Software/Application Support role and NOT a Software Development role. Programming knowledge is not mandatory.

Role & responsibilities

Key Responsibilities
Attend incoming customer/user support calls.
Understand and document user-reported issues.
Monitor and manage support tickets through the Issue Tracker Portal.
Review ticket details, screenshots and user remarks.
Provide basic application troubleshooting and user guidance.
Update ticket/call status and resolution remarks accurately.
Follow up on pending issues until closure.
Coordinate with senior support/technical team members for escalated issues.
Maintain proper records of all support interactions.
Assist in preparing daily/monthly support reports and MIS.

Preferred candidate profile :

We are looking for someone who is:
Patient and polite while dealing with users.
A good listener with the ability to understand problems clearly.
Comfortable communicating with customers over the phone.
Detail-oriented while recording issues and updates.
Responsible about following up on pending tasks.




Willing to learn and develop troubleshooting skills.
Comfortable working in a support-oriented setting.
Able to identify when an issue can be resolved at the support level and when it needs to be escalated.

Skills Required
Positive communication and interpersonal skills.
Basic computer knowledge.
Valuable logical and analytical thinking.
Ability to understand and troubleshoot user problems.
Basic knowledge of Windows and web browsers.
Basic understanding of Internet and networking concepts.
Valuable typing and documentation skills.
Comfortable working with web-based applications.
Willingness to learn new applications and processes.

Educational Qualification
Graduate or undergraduate candidates from any stream can apply.
Candidates with a basic understanding of computers and an interest in IT/Application Support will be preferred.
Technical/IT qualification is not mandatory.

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