Software Support Executive

Ilex Softhub Pvt Ltd; New Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Ilex Softhub Pvt Ltd is seeking a Software Support Executive to join the Delhi client-side team. You will provide application support for the ERP platform, handle user queries via ticketing, and troubleshoot ERP-related issues.

The ideal candidate has 1–2 years of experience, strong communication, and a working knowledge of ERP systems. This is a full-time, on-site role in Delhi with opportunities to contribute to knowledge-base content.

Qualifications

• 1–2 years of software/application support experience.
• Good understanding of software applications and ERP systems.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Basic knowledge of SQL/database concepts; MS Excel/MS Office skills.

Responsibilities

• Monitor and manage user queries through the ticketing system.
• Understand user issues and provide appropriate solutions or guidance.
• Troubleshoot ERP application and functional issues.
• Assist users in understanding ERP features, workflows, and processes.
• Analyse screenshots, error messages, and other information from users.
• Identify and escalate technical/software issues to the development team with details.
• Follow up on escalated issues until resolution.
• Maintain ticket updates and resolution documentation.
• Track pending tickets and ensure timely resolution.
• Contribute to FAQs, user guides, and knowledge-base documentation.

Skills

Ticketing system

ERP systems

SQL concepts

MS Excel

MS Office

Troubleshooting

Communication skills

Requirement analysis

Tools

ERP platform

Job description

We’re Hiring – Software Support Executive

Experience: 1–2 Years

Employment Type: Full-time

Location: Client Side – Delhi

We are looking for a Software Support Executive to join our team and provide application support to users of our ERP platform.

Key Responsibilities

• Monitor and manage user queries through the ticketing system.
• Understand user issues and provide appropriate solutions or guidance.
• Troubleshoot ERP application and functional issues.
• Assist users in understanding ERP features, workflows, and processes.
• Analyse screenshots, error messages, and other information provided by users.
• Identify and escalat technical/software issues to the development team with complete details.
• Follow up on escalated issues until resolution.
• Maintain accurate ticket updates and resolution documentation.
• Track pending tickets and ensure timely resolution as per defined timelines.
• Identify recurring issues and contribute to FAQs, user guides, and knowledge-base documentation.

Requirements

• 1–2 years of experience in software/application support.
• Good understanding of software applications and ERP systems.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Ability to understand user requirements and business processes.
• Basic knowledge of SQL/database concepts will be an advantage.
• Good working knowledge of MS Excel and MS Office.
• Ability to manage multiple tickets and work effectively with technical teams.

Who We’re Looking For

Someone who is patient, analytical, responsive, and comfortable interacting with users, with a genuine interest in understanding software applications and solving problems.

If you enjoy troubleshooting software issues and helping users get the most out of an ERP system, we’d like to hear from you.

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