Application Support Executive

• Technical Troubleshooting: Diagnose, troubleshoot, and resolve software application issues reported by clients via tickets, email, or phone.
  
• Ticket Management: Self organized to manage tickets efficiently, Log, track, and manage all customer issues using our [Insert Ticketing Tool, e.g., Jira, Zendesk, Freshdesk] system, ensuring adherence to strict Service Level Agreements (SLAs).
  
• Client Communication & Training: Guide users through step-by-step solutions and occasionally conduct remote sessions to train clients on software features and best practices.
  
• Escalation Management: Recreate bugs, identify root causes, and escalate complex technical/engineering-level issues to the development teams.
  
• Database & Server Support: Perform basic database troubleshooting (e.g., executing basic SQL queries to extract logs) and assist clients with software updates/patches.
  
• Knowledge Base Contributions: Create and update internal/external FAQs and knowledge base articles to empower users with self-service options.
  
• Feedback Loop: Collaborate with product and development teams by sharing user feedback and recurring issue logs to improve the product.
  

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, BCA, or a related technical field.
  
• Experience: 1 to 2 years of proven experience in software support, application support, or a relevant technical helpdesk role.
  

• Technical Competence:
  

• Interpersonal Skills: Exceptional written and verbal communication skills; ability to explain complex technical concepts clearly to non-technical users.
  
• Problem-Solving: Strong analytical abilities and a keen desire to solve problems independently