Application Support Engineer

Softcon Business Solutions Mumbai; Thane, Pune District, Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Softcon Business Solutions Mumbai is seeking an Application Support & Implementation Executive to join our customer-focused team. You will support customers using our ERP software, assist with software implementation and training, and coordinate with internal technical teams for timely resolutions.

The role offers remote work for regular support activities across India, with travel to customer sites for implementation, training, or critical support.

Qualifications

• Excellent interpersonal relationship and communication/presentation skills.
• Analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Self-motivated, with strong ability to work both independently and with the team.
• Strong analytical skills.
• Good convincing skill.

Responsibilities

• Customer Support: Provide prompt functional support through telephone, WhatsApp, chat, email, and remote support for application-related queries and issues.
• CRM Ticket Management: Monitor and manage customer support tickets in the CRM, communicate with customers, coordinate with internal teams, and ensure timely resolution and closure.
• Customer Requirement Understanding: Understand customer business processes, requirements, and challenges, and map them effectively with the application.
• Application Implementation: Configure and implement the application based on customer requirements and ensure successful implementation from setup through go-live.
• Functional Customer Training: Conduct online and onsite training for customers and end users, explaining application features, workflows, and best practices.
• Issue Analysis & Resolution: Understand customer issues, analyse the root cause, provide appropriate functional solutions, and guide customers towards resolution.
• Customer Coordination & Follow-up: Maintain regular communication with customers, understand their concerns, provide appropriate updates, and ensure timely follow-up until completion.
• Documentation: Maintain accurate records of customer issues, requirements, implementation activities, training, and resolutions in the CRM/support system.
• Product Knowledge: Maintain strong knowledge of the application, new features, and business processes to provide accurate and effective customer support.
• Customer Satisfaction: Take ownership of customer requirements and issues and ensure a professional, responsive, and positive customer experience.

Skills

Interpersonal skills

Analytical

Problem-solving

Written communication

Verbal communication

Teamwork

Self-motivated

Convincing skills

Education

Commerce or Science degree

Job description

We are looking for a customer-focused and technically capable Application Support & Implementation Executive to join our team.

The role involves supporting customers in using our business applications/ERP software, assisting with software implementation and training, troubleshooting application and data-related issues, and coordinating with internal technical teams for timely resolution.

This is a Pan India opportunity. Candidates can work remotely for regular support activities, with travel to customer locations when required for implementation, training, or critical support.

The ideal candidate should have a combination of technical understanding, problem-solving ability, customer-handling skills, and strong ownership of issues.

# Job Responsibilities-

Key Responsibilities

1. Customer Support:Provide prompt functional support through telephone, WhatsApp, chat, email, and remote support for application-related queries and issues.
2. CRM Ticket Management:Monitor and manage customer support tickets in the CRM, communicate with customers, coordinate with internal teams, and ensure timely resolution and closure.
3. Customer Requirement Understanding:Understand customer business processes, requirements, and challenges, and map them effectively with the application.
4. Application Implementation:Configure and implement the application based on customer requirements and ensure successful implementation from setup through go-live.
5. Functional Customer Training:Conduct online and onsite training for customers and end users, explaining application features, workflows, and best practices.
6. Issue Analysis & Resolution:Understand customer issues, analyse the root cause, provide appropriate functional solutions, and guide customers towards resolution.
7. Customer Coordination & Follow-up:Maintain regular communication with customers, understand their concerns, provide appropriate updates, and ensure timely follow-up until completion.
8. Documentation:Maintain accurate records of customer issues, requirements, implementation activities, training, and resolutions in the CRM/support system.
9. Product Knowledge:Maintain strong knowledge of the application, new features, and business processes to provide accurate and effective customer support.
10. Customer Satisfaction:Take ownership of customer requirements and issues and ensure a professional, responsive, and positive customer experience.

# Required Candidate Profile-

Education:(UG - Any Graduate - Any Specialization, Diploma - Computers, B.Sc - Computers, B.Tech/B.E. - Computers, BCA - Computers) AND (PG- Post Graduation Not Required) AND (Doctorate- Any Doctorate - Any Specialization, Doctorate Not Required) Graduate In Commerce Or Science, BSC IT, BCA , Diploma In Computer Eng. . B.Tech/B.E , MSC, PG Doctorate Not Required

# SKILL-

1. -Excellent Interpersonal Relationship And Communication / Presentation Skills

2. -Analytical And Problem-Solving Skills

3. -Strong Written And Verbal Communication Skills

4. -Self-Motivated, With Strong Ability To Work Both Independently And With The Team

5. -Strong Analytical Skills

6. -Good Convincing Skill