Application Support Executive

Cloudester Software LLC; Vadodara; On-site; INR 300,000 - 480,000; Full time

Job summary

Cloudester Software LLC in Vadodara, Gujarat, is seeking a proactive Software Support Executive with 1–2 years of hands-on experience in application troubleshooting and ticket management. You will be the primary contact for clients, helping them resolve software issues and ensuring a smooth user experience.

Key duties include diagnosing problems, logging and tracking tickets, guiding users through solutions, conducting remote training when needed, escalating complex issues to the development

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, BCA, or a related technical field.
• 1-2 years of proven experience in software support, application support, or a relevant technical helpdesk role.

Responsibilities

• Technical Troubleshooting: Diagnose, troubleshoot, and resolve software application issues reported by clients via tickets, email, or phone.
• Ticket Management: Log, track, and manage all customer issues using our ticketing system, ensuring adherence to SLAs.
• Client Communication & Training: Guide users through step-by-step solutions and conduct remote sessions to train clients on software features and best practices.
• Escalation Management: Recreate bugs, identify root causes, and escalate complex issues to the development teams.
• Database & Server Support: Basic database troubleshooting and assist clients with software updates/patches.
• Knowledge Base Contributions: Create and update FAQs and knowledge base articles.
• Feedback Loop: Share user feedback and recurring issue logs with product and development teams.

Skills

Communication

Excel

Problem-solving

Technical troubleshooting

Ticket management

Education

Bachelor’s degree in Computer Science, Information Technology, BCA, or related field

Tools

SQL

MySQL

IIS/Apache basics

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 elevate 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