Software Support Executive IMPACT HR AND KM SOLUTIONS

About IMPACT HR AND KM SOLUTIONS

Job Description

• Customer Support & Troubleshooting:

  • Serve as the first point of contact for customers seeking technical assistance via phone, email, chat, or ticketing systems.

  • Diagnose and resolve software-related issues, including functionality problems, error messages, and usability challenges.

  • Guide users step-by-step through problem-solving processes or feature usage.

  • Prioritize and manage multiple support requests simultaneously, ensuring timely responses and resolutions.

• Issue Escalation & Follow-up:

  • Escalate complex or unresolved issues to higher-level support teams, development teams, or relevant departments.

  • Follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.

  • Collaborate with internal teams (e.g., development, QA, product) to provide feedback and facilitate bug fixes or feature enhancements.

• Documentation & Knowledge Management:

  • Accurately log and document all customer interactions, technical issues, and resolutions in the ticketing system.

  • Contribute to and maintain a knowledge base, FAQs, and self-help articles to empower users and reduce support volume.

  • Identify recurring issues and suggest proactive solutions or training materials.

• Product Knowledge & Training:

  • Maintain a deep understanding of the software product(s) and their functionalities, updates, and integrations.

  • Educate customers on product features, best practices, and new releases.

  • Continuously learn and stay updated on industry trends and software advancements.

• Customer Satisfaction:

  • Ensure a positive customer experience by being empathetic, professional, and efficient.

  • Gather customer feedback and contribute to improving support processes and product usability.