Technical Associate (Tech. Support role & No Outstation Candidate)

Spectra Technovision; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Spectra Technovision is seeking a Software Customer Success/Support professional in Ahmedabad district. The role involves daily client interactions over calls and remote sessions, overseeing end-to-end software implementation, and training users on product features.

You will troubleshoot at L1, handle basic SQL/Oracle queries, deploy patches, and escalate issues as needed to ensure client satisfaction and retention. A background in computer science and strong communication are essential.

Qualifications

• 0–2 years of experience in software customer success or support.
• Knowledge of SQL/Oracle databases; ability to troubleshoot with SQL queries.
• Experience with ticketing tools and software implementation is a plus.
• Good IT literacy and ability to learn new technology quickly.
• Strong communication and problem-solving skills.

Responsibilities

• Interact with clients via calls and remote sessions.
• End-to-end software implementation including installation, configuration, integration, and policy definition.
• Train users on software aspects and provide L1 technical support.
• Provide database troubleshooting and patch deployment support.
• Escalate unresolved issues to appropriate departments and maintain service standards.
• Gather customer feedback to inform product improvements with the product manager.
• Aim to ensure customer satisfaction and retention.
• Familiarity with a ticket management system.

Skills

Customer service

Problem solving

Active listening

Customer-centric

Verbal communication

Education

BCA

BSc IT

BSc CS

BE/BTech CS

MCA

Tools

SQL

Oracle

MS Access

IIS

Ticketing tools

Job description

Role & responsibilities

• Role would require day in day client interactions over telephonic calls and remote session over any desk or any other remote tool.
• End to End software implementation: installation, configuration, integration,defining various policies as per the client requirements etc, and get the certification of completion from the client.
• Train the users functionally and technically on our various softwares aspects.
• Provide technical support along with basic trouble shooting on L1 Level and provide ad-hoc training to customers who use the companys product, replying to inbound queries.
• Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Escalate unresolved queries to respective departments for accurate redressal.
• Knowledge on ticket management system.
  

Preferred candidate profile

• Education Qualification: Any computers degree: BCA/BSc (Information Technology)/ BSc (Computer Science)/BE or BTech Computer Science/ BE or BTech IT etc / MCA.
• 0 to 2 Years experience in Software - Customer Success / Support Domain.
• Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
• Good understanding of computer, internet and IT literacy with the ability to learn new technology quickly.
• Basic knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
• Basic knowledge on networking, windows desktop/servers, IIS and troubleshooting tools
• Good listening and problem-solving skills
• Customer service and a customer centric attitude