We are looking for a Sr. Software Support Executive would be responsible for attending support queries and ensure high satisfaction score. You will diagnose and troubleshoot software problems, act as a bridge between our users and technical team and help our customers to achieve their end goal with our solution.
You will use email and chat applications to give customers quick answers to their queries. For more complex problems that require nuanced instruction, you will contact customers via phone/remote session and provide clear, written instructions and technical manuals that get the reported issue resolved.
If helping others gives you joy and you enjoy assisting people with computer issues and are able to explain technical details in layman terms, we’d like to meet you.
What will I be doing? 🤔
- Report issues faced by the customers and keep the documentation updated.
- Work with the technical team to identify solutions to software issues being faced by the customer.
- End-to-end person of contact for customer queries and redressal.
- Diagnose and troubleshoot technical issues, including SalesHandy account set up for the customer such as SMTP, Custom domain, Zapier webhooks, etc and resolving technical issues.
- Help customers to set up SPF records and DKIM records for their email account.
- Ask customers targeted questions to quickly understand the root of the problem.
- Responsible to keep the ticketing board updated with the technical queries that users report.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Refer to the internal database or external resources to understand the changes in landscape of Spam algorithm changes and other impacting facets that impact users emailing behavior.
Note: Major volumes of user queries that we get are through Chat. Our major users are from American and European timezones, hence the shift timing will correspond to the same.
What skills do I need? 📖
- Hands-on experience with Linux / Ubuntu / MacOS environments
- Ability to diagnose and troubleshoot basic technical issues by going through log generated by the SalesHandy application.
- Excellent problem-solving and communication skills
- Ability to understand technical terms related to the platforms that we use and provide step-by-step technical help to the users, both written and verbal
Bonus skills & attributes 🙌
- 3-5 years of work experience as a Software Support Executive, Technical Customer Support executive or similar role.
Why work with us
- Opportunity to work with customers across the globe
- Excellent growth opportunity and open culture to ensure best ideas win!
- Well defined training program to enhance your skills
- Clear career path with on job career guidance
- Be a part of learning culture
- Be a part of fast moving & growth startup (checkout the benefits here)
What happens when I apply?
First, apply so we can review your CV As the next step you will be invited for a telephonic interview with Hiring Manager. The following step will be a take-home test to work on in your own time. The final step is an onsite interview at our Ahmedabad Office.