Application Support Executive

Position: Software Support Executive Experience Level: 1 - 2 Years Location: Vadodara, Gujarat (On site) Employment Type: Full-Time Schedule: 10:00 AM - 7:00 PM IST And 2:30 PM - 11.30 PM IST (Interchanging) About the Role We are seeking a proactive, customer-focused Application Support Executive to join our technical support team. In this role, you will act as the primary point of contact for our clients, helping them troubleshoot software issues, Technical challenges, and ensuring a seamless user experience. The ideal candidate has 1-2 years of hands-on experience in Application troubleshooting, ticket management, and client communication. Key Responsibilities Technical Troubleshooting: Diagnose, troubleshoot, and resolve software application issues reported by clients via tickets, email, or phone. Ticket Management: Self organized to manage tickets efficiently, Log, track, and manage all customer issues using our [Insert Ticketing Tool, e.g., Jira, Zendesk, Freshdesk] system, ensuring adherence to strict Service Level Agreements (SLAs). Client Communication & Training: Guide users through step-by-step solutions and occasionally conduct remote sessions to train clients on software features and best practices. Escalation Management: Recreate bugs, identify root causes, and escalate complex technical/engineering-level issues to the development teams. Database & Server Support: Perform basic database troubleshooting (e.g., executing basic SQL queries to extract logs) and assist clients with software updates/patches. Knowledge Base Contributions: Create and update internal/external FAQs and knowledge base articles to empower users with self-service options. Feedback Loop: Collaborate with product and development teams by sharing user feedback and recurring issue logs to improve the product. Requirements Education: Bachelor’s degree in Computer Science, Information Technology, BCA, or a related technical field. Experience: 1 to 2 years of proven experience in software support, application support, or a relevant technical helpdesk role. Technical Competence: Good knowledge of Excel Basic understanding of Windows/Linux OS and networking fundamentals. Familiarity with web application hosting (e.g., basic IIS/Apache) is a plus. Good to have working knowledge of databases (e.g., SQL, MySQL) to run diagnostic queries. Interpersonal Skills: Exceptional written and verbal communication skills; ability to explain complex technical concepts clearly to non-technical users. Problem-Solving: Strong analytical abilities and a keen desire to solve problems independently