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 strong 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.
Solid verbal and written communication skills in English.
Ability to manage multiple customer requests, prioritise tasks, and coordinate across teams.
Solid 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.

Perks
Health insurance
Life insurance

Work Location: In person

📌 Customer Care Executive – It Software & Implementation Support Thiruvananthapuram
🏢 Prompttech Solutions
📍 Thiruvananthapuram