Technical Support Analyst

Gokul Software Solution; Vadodara; On-site; INR 250,000 - 420,000; Full time

Job summary

Gokul Software Solution is seeking a Technical Support Analyst in Vadodara, Gujarat for onsite night shift. The role involves resolving software, hardware and application issues, troubleshooting databases and POS systems, and providing remote support to customers.

The incumbent will document issues, coordinate with technical teams, and ensure timely resolutions while maintaining high customer satisfaction. Night shifts and full-time commitment are required.

Qualifications

• 1+ years of experience in technical support.
• Experience resolving software, hardware and application issues.
• Strong communication and problem-solving skills.

Responsibilities

• Provide technical support to customers and internal teams resolving software, hardware and application issues.
• Troubleshoot software applications, databases, POS systems and network connectivity.
• Handle application-related queries, investigate system errors, ensure smooth operation of business applications.
• Execute basic SQL queries, retrieve data and assist with database issues.
• Support POS, retail, billing and inventory management systems.
• Monitor reported issues and ensure timely resolution within defined timelines.
• Coordinate with development and technical teams to resolve complex issues.
• Assist customers remotely using tools like AnyDesk or TeamViewer.
• Maintain records of customer queries, troubleshooting steps and resolutions.
• Communicate professionally and provide regular updates to customers.

Skills

Technical Support

Troubleshooting

Customer Communication

Remote Support

Tools

AnyDesk

TeamViewer

Job description

Position: Technical Support Analyst

Experience: 1+ Years (Preferred)

Location: Vadodara, Gujarat(Onsite)

Job Type: Full-time

Shift: Night Shift (After Midnight)

Role & responsibilities

• Technical Support: Provide technical assistance to customers and internal teams by resolving software, hardware, and application-related issues.
• Troubleshooting: Identify, analyze, and resolve technical issues related to software applications, databases, POS systems, and network connectivity.
• Application Support: Handle application-related queries, investigate system errors, and ensure smooth functioning of business applications.
• SQL & Database Management: Execute basic SQL queries, retrieve data, investigate database-related issues, and assist in resolving database errors.
• POS System Support: Provide support for POS, retail, billing, and inventory management systems.
• Issue Monitoring: Monitor reported issues, track their progress, and ensure timely resolution within defined timelines.
• Coordination: Coordinate with development and technical teams to resolve complex technical issues.
• Remote Support: Assist customers remotely using tools such as AnyDesk, TeamViewer, or other remote access applications.
• Documentation: Maintain proper records of customer queries, technical issues, troubleshooting steps, and resolutions.
• Customer Communication: Communicate professionally with customers, provide regular updates, and ensure customer satisfaction.
• Technical Investigation: Analyse application logs, identify recurring issues, and help prevent similar problems in the future.
• Shift Handover: Maintain proper communication and handover of pending issues to the next support team.