Support Executive

Webito Infotech; Surat; On-site; INR 240,000 - 360,000; Full time

Job summary

Webito Infotech group is seeking a Customer Support Executive to assist clients with VedCool, our cloud-based school management software. The role involves online and onsite support, product guidance, and hands-on training to ensure smooth usage and adoption.

You will interact with schools, resolve issues, and coordinate with implementation teams. Strong communication and travel readiness are essential.

Qualifications

• Degree in IT/CS or related field preferred.
• Strong communication and customer handling skills.
• Basic technical knowledge and ability to understand software products.
• Strong troubleshooting and problem-solving abilities.
• Ability to explain technical concepts in simple language.
• Willingness to travel for onsite client visits.
• Proficient in MS Office and email communication.

Responsibilities

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

Skills

Communication skills

Customer handling

Technical knowledge

Troubleshooting

Analytical thinking

Explain concepts

Online & onsite support

Travel readiness

MS Office

Education

Bachelors in IT/CS or related

Job description

Department: Product Support

Company Overview

Webito is an innovative IT services and product development company delivering SaaS platforms, ERP/CRM solutions, automation systems, and enterprise-level digital products. We empower businesses through scalable, high-performing technology solutions worldwide.

Product Overview:

VedCool is an all-in-one, cloud-based school management software designed specifically for Indian schools. It simplifies daily operations such as attendance, fee management, exams, transport, and parent-teacher communication. With 24/7 support and secure data handling, VedCool helps schools operate more intelligently and efficiently.

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.