Position: Junior Software Support Executive
Job Type: Full-Time
Shifts/Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM
Experience: 1-3 Years
Location: PAN India (Remote)
CTC: ₹15,000 – ₹22,000 per month
Role Overview
The Junior Software Support Executive will assist customers in resolving product-related queries and provide basic technical support for our SaaS applications. The role involves responding to customer requests, conducting basic product demonstrations and onboarding sessions, documenting issues, and coordinating with senior team members for issue resolution. This position is ideal for candidates who are eager to learn and build a career in software support and customer service.
Key ResponsibilitiesCustomer Support
Respond to customer queries received through phone calls, emails, WhatsApp, chat platforms, and support tickets.
Understand customer concerns and provide accurate solutions within defined turnaround times.
Ensure all customer interactions are handled professionally and empathetically.
Follow up with customers to confirm issue resolution and satisfaction.
Escalate unresolved issues to senior support team members as required.
Product Onboarding & Training
Assist in conducting onboarding sessions for new customers.
Provide basic guidance to users on product features and workflows.
Guide customers on how to effectively use the software.
Prepare and share user guides, FAQs, and training materials when required.
Issue Resolution & Troubleshooting
Diagnose and troubleshoot software-related issues.
Gather issue details and attempt basic troubleshooting.
Resolve basic support issues with guidance from senior team members when required.
Escalate complex issues to the Development Team with complete documentation.
Track escalated issues until closure.
Coordination with Internal Teams
Coordinate with Product and Development teams for issue escalation.
Share customer feedback and issue details with relevant teams.
Communicate updates provided by senior team members to customers.
Customer Assistance
Maintain positive relationships with customers through timely communication.
Assist customers in understanding product features and usage.
Collect customer feedback and share it with the support team.
Documentation & Reporting
Maintain detailed records of customer interactions.
Update CRM or ticketing systems regularly.
Prepare support reports and issue summaries.
Contribute to the internal knowledge base.
Required Skills
Basic understanding of SaaS and web-based applications.
Familiarity with browser troubleshooting and software workflows.
Proficiency in MS Excel and Google Workspace.
Knowledge of CRM/helpdesk tools will be an added advantage.
Excellent verbal and written communication skills.
Strong customer handling and interpersonal abilities.
Valuable problem-solving and analytical skills.
Ability to multitask, prioritize tasks, and manage time effectively.
Attention to detail with strong active listening skills.
Patience, empathy, and a customer-centric approach.
Ability to work collaboratively in a team environment.