Senior Software Support Executive

Company: Toyo Apps Pvt. Ltd.
Position: Software Support Executive
Job Type: Full-Time
Shifts/Working Hours: Monday to Saturday, 10:00 AM 7:00 PM
Experience: 3-5 Years
Location: PAN India (Remote)
CTC: 25,000 - 35,000 per month

Role Overview

The Senior Software Support Executive will act as the first point of contact for customers using our SaaS products. The role involves understanding customer concerns, providing timely resolutions, conducting onboarding and training sessions, coordinating with internal teams, and ensuring a seamless customer experience.

The ideal candidate should possess strong communication skills, problem-solving abilities, and a willingness to learn and adapt in a fast-paced environment.

Key Responsibilities

Customer 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.

Product Onboarding & Training

• Conduct onboarding sessions for new customers.
• Train users on product features, workflows, and best practices.
• 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.
• Replicate reported problems to identify root causes.
• Resolve Level 1 support issues independently.
• Escalate complex issues to the Development Team with complete documentation.
• Track escalated issues until closure.

Coordination with Internal Teams

• Work closely with Product, Development, QA, and Customer Success teams.
• Coordinate regarding bug fixes, product enhancements, and customization requests.
• Communicate updates and expected timelines to customers.
• Participate in internal discussions to improve product usability.

Customer Success Activities

• Build strong relationships with customers.
• Ensure customers achieve desired outcomes using the software.
• Identify opportunities to improve customer adoption and engagement.
• Collect customer feedback and share actionable insights internally.
• Monitor customer health and proactively address concerns.

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.
• Good 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.