1. Provide first-level software support to customers via email, phone, and support tickets.
2. Understand customer issues, perform troubleshooting and problem analysis, and provide appropriate solutions.
3. Manage and follow up on support tickets to ensure timely resolution within the required SLA.
4. Assist customers with software usage, configuration, and functionality-related queries.
5. Identify recurring or complex issues and escalate them to the relevant technical team when required.
6. Coordinate with Implementation, Development, and other internal teams to resolve customer issues.
7. Maintain clear and accurate ticket updates, issue details, and resolution records.
8. Follow up with customers to ensure issues are properly resolved and provide good customer experience.
9. Keep up to date with DigiSME software features, enhancements, and system changes.
10. Assist in testing, troubleshooting, and verifying software fixes or enhancements when required.
11.
Prepare or contribute to support documentation and knowledge-based materials.
12. Perform other support-related duties as assigned by the management.
Mandatory Skills:
1. Diploma/Degree in IT, Computer Science, or a related field.
2. Experience in software application support or customer support will be an advantage.
3. Good troubleshooting and problem-solving skills.
4. Good communication skills, both written and verbal.
5. Ability to manage multiple support requests and work within SLA requirements.
6. Customer-oriented with a positive and responsible attitude.
7. Willingness to learn and understand current software systems and technologies.
8. Ability to communicate in Hindi or Telugu will be an advantage.