Key Responsibilities

1. Software Application Support

* Provide first-level support to clients for web-based and software applications.
- Understand, record, and analyse issues reported by users.
- Replicate reported issues and gather relevant screenshots, logs, user details, and steps to reproduce.
- Identify whether the request is a software bug, configuration issue, user-related issue, or new change request.
- Guide users on application functionality and basic usage.
- Track issues from reporting through resolution and closure.

1. Coordination with the Development Team

Coordinate with developers, testers, project coordinators, and infrastructure teams for issue resolution. Share complete and clear technical details with the development team.

Follow up internally to ensure issues are addressed within the expected timelines.

Test and verify fixes before confirming resolution to the client.

Maintain proper records of pending issues, resolutions, and client communications.

1. Website Support

Monitor and support client websites for basic operational issues. Check website availability, forms, enquiry submissions, login issues, broken links, page errors, and content-related problems.

Coordinate with developers for technical issues and required updates.

Assist with basic CMS-related activities, website content updates, and user access issues.

Verify website functionality after deployments or configuration changes.

1. Email and Domain Support

Perform basic checks and troubleshooting for email services such as Microsoft 365, Google Workspace, Zoho Mail, and cPanel email. Assist users with email login, mailbox configuration, password resets, forwarding, aliases, groups, and account-related issues.

Check basic email delivery issues, spam concerns, mailbox storage, DNS records, and domain-related configurations.

Coordinate with email service providers or internal technical teams where required.

Support basic verification of MX, SPF, DKIM, and DMARC records.

1. Basic Server and Cloud Support Coordination

Perform basic checks related to application servers, hosting panels, cloud services, SSL certificates,



domain expiry, storage, and backups. Monitor alerts and escalate infrastructure-related issues to the appropriate technical team.

Coordinate with internal teams or vendors for AWS, hosting, server, database, or network-related issues.

Maintain records of server credentials, renewals, access permissions, and service details as per company processes.

1. Client Communication

Communicate professionally with clients through email, telephone, WhatsApp, and support ticketing systems. Acknowledge support requests and provide regular status updates.

Ask relevant questions to understand the issue clearly.

Ensure clients are informed when issues are resolved, pending, or require additional information.

Maintain a polite, patient, and solution-oriented approach while dealing with users.

1. Documentation and Reporting

Record all support requests in the designated ticketing or project management system. Prepare issue summaries, resolution notes, user guides, FAQs, and standard operating procedures.

Maintain daily and weekly reports of open, pending, resolved, and escalated issues.

Document recurring issues and recommend improvements to reduce future support requests.

Maintain confidentiality of client data, system access, passwords, and technical information.

Required Skills

- Good written and verbal communication skills.
- Basic understanding of web applications, websites, email systems, domains, hosting, and servers.
- Ability to understand and explain technical issues in simple language.
- Strong problem-solving and troubleshooting skills.
- Ability to coordinate effectively with clients and technical teams.
- Good knowledge of Microsoft Office, Google Workspace, and web-based applications.




- Ability to manage multiple support tickets and follow up systematically.
- Attention to detail and proper documentation skills.
- Willingness to learn new software platforms and technologies.

Preferred Technical Knowledge

Basic knowledge or exposure to the following would be an advantage:

- Microsoft 365 and Google Workspace
- Zoho Mail and cPanel
- Website content management systems
- Domain and DNS management
- SSL certificates
- Email records such as MX, SPF, DKIM, and DMARC
- Cloud platforms such as AWS
- Ticketing and project management systems
- Basic SQL or database concepts
- Basic understanding of APIs, browser developer tools, logs, and error messages
- Software testing and issue reproduction

Educational Qualification

- Bachelor’s degree or diploma in Information Technology, Computer Science, Computer Applications, Electronics, or a related field.
- Candidates from other educational backgrounds may also be considered if they have relevant technical aptitude and communication skills.

Experience

- 2+ years of experience in software support, application support, website support, IT helpdesk, technical support, or client coordination.

Key Competencies

- Client-focused approach
- Ownership and accountability
- Patience and professionalism
- Logical thinking
- Timely follow-up
- Team coordination
- Attention to detail
- Ability to work under pressure
- Willingness to learn
- Robust documentation discipline

Role Expectations The candidate will be expected to take ownership of support requests, coordinate with the relevant teams, regularly follow up on pending matters, verify resolutions, and ensure that clients receive timely and accurate updates.

This role is not limited to answering client queries. It requires active troubleshooting, coordination, testing, documentation, and complete follow-through until the issue is satisfactorily resolved.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Shift

- Day shift

Work Days:
- Monday to Friday

Work Location: In person

📌 Software Support Executive (Santacruz, Mumbai)
🏢 SSTERLING WORKFORCE ENTERPRISES PRIVATE
📍 Santacruz, Mumbai