Support Executive

Webito Infotech; Gujarat; Hybrid; INR 167,000 - 301,000; Full time

Job summary

Webito Infotech group in Rajkot seeks a customer-focused Support Executive to assist customers with product queries, troubleshoot issues, and ensure smooth product usage, with both online and onsite support.

The role involves product guidance, issue resolution, and user training, visiting client locations when required, and maintaining records of issues and feedback. Candidates should be native to Rajkot and hold an IT/CS degree with strong communication and troubleshooting skills.

Qualifications

• Bachelor's in IT/CS or related field preferred.
• Strong communication and customer-handling skills.
• Basic technical knowledge to understand software products.
• Excellent troubleshooting and analytical abilities.
• Ability to explain technical concepts in simple language.
• Willingness to travel to client locations for onsite roles.
• Proficiency in MS Office and email communication.

Responsibilities

• Provide online and onsite support for product queries and issues.
• Assist with product setup, configuration and usage.
• Troubleshoot issues and coordinate with BDE/Implementation teams.
• Handle calls, emails, WhatsApp queries, and support requests professionally.
• Visit client locations to provide hands-on assistance and training.
• Maintain records of issues, resolutions, feedback, and follow-ups.
• Explain product updates and best practices, ensuring customer satisfaction.

Skills

Communication

Customer handling

Technical knowledge

Troubleshooting

Problem solving

Travel to client sites

MS Office & Email

Education

Bachelor's degree in IT/CS or related field

Job description

We are only considering candidates who are native to Rajkot.

Department: Product Support

About the Role

We are looking for a customer-focused and technically sound Support Executive to assist customers with product-related queries, troubleshoot issues, and ensure smooth product usage. The role involves providing online support and onsite customer assistance, including product guidance, issue resolution, and user training.

Key Responsibilities

• Provide online and onsite support to customers for product-related queries and technical issues.
• Assist customers with product setup, configuration, and usage.
• Troubleshoot reported issues and coordinate with the BDE and Implementation teams for timely resolution.
• Handle customer calls, emails, WhatsApp queries, and support requests professionally.
• Visit client locations when required to provide hands-on assistance and training.
• Maintain records of customer issues, resolutions, feedback, and follow-ups.
• Help customers understand product updates, features, and best practices.
• Ensure customer satisfaction through timely responses and effective problem-solving.

Required Skills & Qualifications

• Bachelor's degree in IT, Computer Science, or a related field is preferred.
• Good communication and customer-handling skills.
• Basic technical knowledge and the ability to understand software products.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to explain technical concepts in simple language.
• Comfortable with online support and onsite client assistance, depending on location.
• Willingness to travel to client locations when required for onsite roles.
• Basic proficiency in MS Office, email communication, and computer operations.