Support Executive

Webcontrive; Surat; On-site; INR 300,000 - 500,000; Full time

Job summary

Webcontrive is seeking a Software Support Executive to deliver exceptional technical support for our software products. You will troubleshoot, train customers, and collaborate with product teams to ensure a smooth, value-driven experience.

The role emphasizes strong communication, analytical thinking, and knowledge of web technologies, with onboarding support and ongoing learning to stay updated on feature improvements.

Qualifications

• Strong technical troubleshooting ability.
• Basic knowledge of HTML, CSS, JavaScript, APIs, or web applications (preferred).
• Excellent English communication and customer-handling skills.
• Ability to multitask, prioritize tasks, and work in a fast-paced environment.

Responsibilities

• Provide timely, friendly support through chat, email and calls.
• Understand customer concerns, replicate issues, offer clear step-by-step solutions.
• Troubleshoot configuration problems, integration challenges, and general product issues.
• Escalate complex issues to the development team with detailed documentation.
• Collaborate with product, QA, and development teams to improve product quality.
• Maintain detailed records of support tickets and resolutions.

Skills

Troubleshooting

HTML/CSS/JS basics

APIs/web apps

English communication

Multitasking

Job description

The Software Support Executive will be responsible for delivering exceptional technical support to customers using our software products. This role requires strong communication skills, analytical thinking, and a solid understanding of web technologies. You will collaborate with product, development, and QA teams to ensure issues are resolved efficiently and users receive a smooth and professional support experience.

Key Responsibilities

1. Customer Support Issue Resolution

• Provide timely, friendly, and accurate support through chat, email, and calls.
• Understand customer concerns, replicate issues, and offer clear step-by-step solutions.
• Troubleshoot configuration problems, integration challenges, and general product issues.
• Maintain high user satisfaction by delivering empathetic and solution-oriented responses.

2. Technical Troubleshooting

• User activity, and technical errors to identify the root cause of issues.
• Work on resolving bugs, performance issues, dashboard errors, and unexpected behaviors.
• Escalate complex issues to the development team with detailed documentation.
• Assist in testing fixes, new features, and product updates before release.

3. Product Knowledge Training

• Become a product expert and stay updated with all features and improvements.
• Provide customers with training, demos, and best practices to maximize product value.
• Contribute to help articles, FAQs, and video guides for self-service support.

4. Onboarding Customer Success

• Assist new users with account setup, product configuration, and onboarding steps.
• Understand customer goals and guide them toward the best features and workflows.
• Build strong relationships by ensuring a smooth and value-driven product experience.

5. Documentation Reporting

• Maintain detailed records of support tickets, issues, and resolutions.
• Report recurring issues, feature requests, and user insights to the product team.
• Update internal knowledge base materials for faster resolution in future.

6. Collaboration Continuous Improvement

• Work closely with product, QA, and development teams to enhance product quality.
• Share insights based on customer feedback to drive product improvements.
• Participate in internal training and stay updated with new technology trends.

Preferred Skills

• Strong technical troubleshooting ability.
• Basic knowledge of HTML, CSS, JavaScript, APIs, or web applications (preferred).
• Excellent English communication and customer-handling skills.
• Ability to multitask, prioritize tasks, and work in a fast-paced environment.