Application Support Executive

Cloudester; Vadodara; On-site; INR 350,000 - 520,000; Full time

Job summary

Cloudester in Vadodara is seeking a proactive Application Support Executive to join our technical support team. You will be the primary contact for clients, helping them troubleshoot software issues and ensuring a seamless user experience.

The ideal candidate has 1–2 years of hands-on experience in application troubleshooting, ticket management, and client communication. Proficiency with Excel and basic SQL queries, along with familiarity with Windows/Linux, is preferred.

Qualifications

• Bachelor's degree in CS/IT/BCA or related field.
• 1–2 years of hands-on software/application support experience.
• Strong written and verbal communication with clients.

Responsibilities

• Diagnose and resolve software issues reported by clients.
• Log, track, and manage tickets using the ticketing system, meeting SLAs.
• Guide users through solutions and conduct remote training sessions.
• Escalate complex issues to development teams with clear context.
• Perform basic database troubleshooting and assist with updates/patches.
• Contribute to knowledge base with FAQs and articles.
• Provide feedback to product teams based on user logs.

Skills

Customer communication

Software troubleshooting

Ticket management

Remote training

Education

Bachelor's degree in Computer Science, Information Technology, BCA

Job description

Position: Software Support Executive
Experience Level: 1 - 2 Years
Location: Vadodara, Gujarat (On site)
Employment Type: Full-Time
Schedule: 10:00 AM - 7:00 PM IST And 2:30 PM - 11.30 PM IST (Interchanging)

About the Role

We are seeking a proactive, customer-focused Application Support Executive to join our technical support team. In this role, you will act as the primary point of contact for our clients, helping them troubleshoot software issues, technical challenges, and ensuring a seamless user experience. The ideal candidate has 1-2 years of hands‑on experience in application troubleshooting, ticket management, and client communication.

Key Responsibilities

• 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 escalates 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

• Good knowledge of Excel
• Basic understanding of Windows/Linux OS and networking fundamentals.
• Familiarity with web application hosting (e.g., basic IIS/Apache) is a plus.
• Good to have working knowledge of databases (e.g., SQL, MySQL) to run diagnostic queries.

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

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.