Application Support Executive

Cloudester Software LLP; Vadodara; On-site; INR 300,000 - 420,000; Full time

Job summary

Cloudester Software LLP is seeking a proactive Application Support Executive to join our technical support team in Vadodara. The role focuses on troubleshooting software issues, managing tickets, and guiding clients through solutions.

You will serve as the primary contact for customers and collaborate with engineering to resolve complex bugs. The ideal candidate has 1–2 years of hands-on experience in application troubleshooting, ticket handling, and client communication, with a Bachelor’s

Qualifications

• 1–2 years of proven experience in software support or technical helpdesk.
• Bachelor’s degree in CS/IT/BCA or related field.
• Familiarity with ticketing tools and basic IT concepts.

Responsibilities

• Diagnose and resolve software issues reported by clients via tickets, email, or phone.
• Log, track, and manage all customer issues ensuring SLAs are met.
• Guide users through step-by-step solutions and conduct remote training as needed.
• Escalate complex technical issues to development teams with clear reproduction steps.
• Perform basic database queries and assist with software updates/patches.
• Create and update FAQs and knowledge base articles for self-service.
• Provide feedback to product teams based on user observations and logs.

Skills

Excel

Written communication

Verbal communication

Problem solving

Customer service

Education

Bachelor's degree in Computer Science / IT / BCA

Tools

Jira

Zendesk

Freshdesk

Job description

• Work Experience 1 to 2 years of proven experience in software support, application support, or a relevant technical helpdesk role.
• Country India

Job Description

Position: Software Support Executive

Experience Level: 1 - 2 Years

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