Department: Software / Customer Success

Employment Type: Full-Time

Job Summary

We are looking for a Software Support Executive & Implementer who will be responsible for supporting customers, implementing our software at client locations, providing user training, coordinating with the development team, and ensuring smooth day-to-day usage of the software.

The candidate will act as the primary bridge between customers, the support team, and the software development team.

Key Responsibilities:

- Understand customer business processes and software requirements.
- Configure and implement software according to customer requirements.
- Assist customers with initial software setup and master-data configuration.
- Import or coordinate migration of customer data into the system.
- Provide online and on-site software demonstrations and training.
- Train customer employees on different software modules and workflows.
- Handle customer queries through phone, WhatsApp, email, or support systems.
- Troubleshoot functional issues and provide timely resolutions.
- Identify whether an issue is related to configuration, user operation, data, integration, or software development.
- Reproduce software issues and report bugs clearly to the development team.
- Prepare screenshots, videos, steps to reproduce, and other information required by developers.
- Test bug fixes and new features before communicating the resolution to customers.
- Coordinate with developers, QA, project managers, and third-party software vendors.
- Assist with API, hardware, accounting, payment, e-commerce, or other third-party integrations.




- Track open customer issues and ensure proper follow-up until closure.
- Maintain implementation status, support tickets, customer requirements, and issue documentation.
- Collect customer feedback and communicate product improvement requirements internally.
- Support customers during software upgrades and new feature releases.
- Ensure customers are successfully using the software after implementation.

Required Skills:

- Good understanding of web-based and mobile software applications.
- Solid software troubleshooting and problem-solving skills.
- Good communication skills in English and Hindi; regional language knowledge is an advantage.
- Ability to understand customer business processes.
- Basic understanding of databases, APIs, Excel, and software integrations is preferred.
- Good knowledge of Excel and data handling.
- Ability to explain technical concepts to non-technical users.
- Strong coordination and follow-up skills.
- Willingness to travel to customer locations when implementation or training requires it.

Preferred Experience:

Experience: 1–3 years in Software Support, ERP/POS Implementation, Customer Success, Application Support, or a similar role.

Experience with ERP, Retail POS, Inventory Management, CRM, E-commerce, Jewellery Software, or SaaS products will be an advantage.

Key Performance Areas:

The role will primarily be measured on:

- Successful and timely software implementation
- Customer issue resolution time
- Quality of customer training
- Proper documentation and escalation of software issues
- Customer satisfaction
- Timely follow-up and closure of support tickets
- Coordination between customers and the technical team

📌 Software Support Executive & Implementer (Surat)
🏢 Upstair Technologies
📍 Surat