Software Support Executive

Serve as the first point of contact for customers seeking technical assistance via phone, email, chat, or ticketing systems.

Diagnose and resolve software-related issues, including functionality problems, error messages, and usability challenges.

Guide users step-by-step through problem-solving processes or feature usage.

Prioritize and manage multiple support requests simultaneously, ensuring timely responses and resolutions.

Escalate complex or unresolved issues to higher-level support teams, development teams, or relevant departments.

Follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.

Collaborate with internal teams (e.g., development, QA, product) to provide feedback and facilitate bug fixes or feature enhancements.

Accurately log and document all customer interactions, technical issues, and resolutions in the ticketing system.

Contribute to and maintain a knowledge base, FAQs, and self-help articles to empower users and reduce support volume.

Identify recurring issues and suggest proactive solutions or training materials.

Maintain a deep understanding of the software product(s) and their functionalities, updates, and integrations.

Educate customers on product features, best practices, and new releases.

Continuously learn and stay updated on industry trends and software advancements.

Ensure a positive customer experience by being empathetic, professional, and efficient.

Gather customer feedback and contribute to improving support processes and product usability.