We are looking for a customer-focused professional to handle software enquiries, coordinate implementation activities, and ensure timely resolution of customer issues. The role requires solid communication, troubleshooting, and coordination skills.
Key Responsibilities

- Serve as the primary point of contact for software support and implementation enquiries.
- Record, prioritise, and track support tickets, ensuring resolution within agreed timelines.
- Troubleshoot application issues and escalate technical concerns to the relevant team.
- Coordinate software installation, configuration, data migration, training, and go-live activities with customers and implementation teams.
- Understand customer requirements and document issues, feedback, and change requests accurately.
- Provide product demonstrations, user training, and guidance on software features.
- Keep customers informed about ticket progress, implementation milestones, and expected completion dates.
- Manage complaints professionally and follow up to confirm customer satisfaction.
- Track support subscriptions and coordinate renewals or chargeable support requests.
- Maintain customer records, support documentation, and regular performance reports.





Required Qualifications and Skills

- Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
- Minimum 3 years of relevant experience in IT software customer support or implementation support.
- Working knowledge of ERP, POS, accounting, or other business applications.
- Experience using CRM systems and support ticketing tools.
- Basic understanding of software configuration, cloud applications, and connectivity troubleshooting.
- Strong verbal and written communication skills in English.
- Ability to manage multiple customer requests, prioritise tasks, and coordinate across teams.
- Strong problem-solving skills, patience, and ownership of customer issues.

Key Performance Indicators

- First-response and ticket-resolution times.
- Customer satisfaction and complaint resolution.
- Timely completion of assigned implementation activities.
- Quality of ticket documentation and customer communication.
- Timely follow-up on support renewals and pending requests.

Benefits:

- Health insurance
- Life insurance

Work Location: In person

📌 Customer Care Executive – IT Software & Implementation Support (India)
🏢 PromptTech Global
📍 India