Software Support Executive

Software Support & Customer Handling:

• Provide ERP/software support to customers through phone, email, and remote support.
• Handle customer queries with professional communication and timely resolution.
• Understand user requirements and guide customers on proper ERP processes.
• Provide user training and explain software features and functionality.

Technical Support:

• Troubleshoot application, database, printing, and system-related issues.
• Good working knowledge of SQL Server for queries, data validation, and issue analysis.
• Troubleshoot basic networking, LAN, IP, RDP, ports, and connectivity issues.
• Analyze application/database errors and identify possible root causes.
• Coordinate with development and technical teams for complex issues.

UAT & Application Testing

• Perform UAT testing for new features, changes, and software releases.
• Prepare test scenarios, execute test cases, and verify expected results.
• Identify, document, and report bugs/issues to the development team.
• Verify bug fixes and perform regression testing before release.

Excel & Accounting

• Good knowledge of Microsoft Excel, including formulas, filtering, sorting, and data analysis.
• Understanding of basic accounting concepts such as sales, purchase, payment, receipt, ledger, stock, and profit/loss.
• Assist users with ERP reports, data validation, and transaction-related issues.

General Requirements

• Experience using ticketing/CRM tools to create, track, update, and close customer support tickets.
• Maintain proper records of customer issues, solutions, and pending activities.
• Strong problem-solving, analytical, communication, and customer-service skills.
• Ready to work in rotational shifts, including night shifts, based on business requirements.