Support Executive

Your TA Partner; Bidhannagar; On-site; INR 225,000 - 275,000; Full time

Job summary

Gamut Infosystems is seeking a Support Executive to be the primary contact for clients, handling queries, providing essential technical assistance, and performing basic troubleshooting for Farvision ERP.

You will respond via CRM, WhatsApp, email and phone, diagnose issues, guide users through fixes, and escalate complex problems to higher-level teams while maintaining thorough documentation and customer satisfaction.

Qualifications

• Graduate degree in any discipline (B.E./B.Tech/B.Sc in Computer Engineering or Computer Science preferred).
• 1–6 years of experience in customer service, technical support, or application support.
• Basic understanding of ERP systems and software support concepts.
• Basic technical troubleshooting skills.

Responsibilities

• Interact with clients via the Gamut CRM Portal, WhatsApp, email and calls in a prompt, professional manner.
• Diagnose root causes and provide basic troubleshooting guidance.
• Resolve common functional issues such as booking errors, receipts/payments, and payslip generation.
• Answer product FAQs and give guidance on Farvision features and usage.
• Maintain knowledge of the Farvision ERP system and escalate complex issues to L2 support.

Skills

SQL queries

Troubleshooting

Customer communication

Education

Graduate degree (B.E./B.Tech/B.Sc or equivalent)

Job description

Gamut Infosystems is a leading provider of ERP solutions, dedicated to helping businesses streamline operations and achieve optimal efficiency. Our flagship web-based ERP product,Farvision, offers comprehensive tools tailored for managing complex business processes, with a strong focus on the Real Estate, Construction, and Infrastructure sectors.

Job Summary

As a Support Executive, you will serve as the primary point of contact for our clients. You will be responsible for handling customer queries, providing essential technical assistance, and performing basic troubleshooting for our ERP product, Farvision, ensuring seamless operations and high customer satisfaction.

Key Responsibilities

Customer Interaction & Communication:

Manage and respond to client inquiries received via the Gamut CRM Portal, WhatsApp, email, and direct phone calls in a prompt and professional manner.

Issue Identification & Technical Support:

• Diagnose and identify the root cause of reported client issues.
• Provide basic troubleshooting and step-by-step guidance to resolve client queries.
• Resolve common functional issues (e.g., booking entry errors, receipt/payment transaction issues, payslip generation errors).
• Answer product FAQs and provide general guidance on Farvision features and usage.
• Maintain an in-depth understanding of the Farvision ERP system.
• Escalate complex or unresolved technical issues to higher-tier support teams (e.g., L2 Support) while tracking resolution progress.

Documentation & CRM Management:

• Log all customer interactions and create tracking tickets in the CRM portal.
• Maintain accurate and detailed support documentation.

Qualifications & Experience

Education:

Graduate degree in any discipline (preferably B.E./B.Tech/B.Sc in Computer Engineering or Computer Science; B.B.A., B.Com, or B.M.S. graduates are also welcome).

Experience:

1 to 6 years of experience in Customer Service, Technical Support, or Application Support.

Domain Knowledge:

Basic understanding of ERP systems and software support concepts.

Technical Skills:

Basic technical troubleshooting skills.Writing SQL queries is mandatory.

Languages:

Proficiency in English and Hindi is mandatory. Knowledge of additional regional languages is a plus.

Soft Skills:

Problem-solving ability, patience, flexibility, and strong customer service orientation.

Teamwork:

Strong inter-team coordination skills to work closely with higher-level technical team s.