Software Support Engineer

Mediamint; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Mediamint is seeking a Software Support Associate to provide accurate, timely support for our clients across portal, email, telephone, and chat channels. After completing training, you will address inbound software queries, document issues, and identify trends for management.

You will handle Tier 1 and 2 support, and participate in on-call rotation to cover after-hours support. The role requires 1–2 years of technical or call center experience, excellent English communication, strong

Qualifications

• 1–2 years of technical/customer service experience.
• Excellent written and verbal English communication.
• Experience with Windows and MS Office; familiarity with ticketing/CRM tools.
• Knowledge of APIs, EDI, XML and data transfer protocols is a plus.

Responsibilities

• Handle inbound software support requests via portal, email, phone, and chat.
• Demonstrate competency in supporting internal and external software components post-training.
• Provide Tier 1 and 2 support to clients.
• Record issues and actions in ticketing system with accuracy.
• Escalate trends and issues to management for action.

Skills

Communication

Problem solving

Interpersonal skills

Multitasking

Windows/MS Office

Ticketing/CRM

Team player

Attention to detail

Trend identification

APIs/EDI/XML knowledge

Tools

Ticketing software

CRM software

APIs/EDI/XML protocols

SFTP/HTTP protocols

Job description

Must have Excellent Communication Skills

Willing to work in Night Shifts

Position Summary:

As a Software Support Associate, you play a crucial role in providing accurate and timely support to our clients. Upon completing training successfully, you will provide support by addressing inbound software queries through various channels such as portal, email, telephone, and chat. Your responsibilities include promptly responding to clients' requests, accurately documenting issues and resolutions, and proactively identifying trends for management attention.

Responsibilities:

• Upon successful completion of training, demonstrate competency in supporting internal and external software components to achieve positive outcomes.
• Handle inbound software support requests via multiple means (portal, email, telephone and chat).
• TIER 1 and 2 Support.
• Send outbound communications to clients regarding file or communication failures.
• Accurately record customers' issue(s) and actions taken (internal & external) using ticketing software.
• Achieve all departmental KPIs and individual performance goals.
• Alert management of trends based on ticket patterns and client feedback.
• Participate in on-call support rotation for after-hours coverage.
• Create internal engineering tickets if needed as part of the issue resolution process following review with more senior team members.

Requirements:

• 1-2 years of computer/technical/call center customer service experience.
• Excellent communication (written and verbal English), interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail.
• Experience with Windows computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Prior experience with Ticketing and CRM software
• Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols