Technical Support Executive

🎯 Job Objective

To provide timely and effective support to clients, ensure smooth software usage, resolve issues, and increase customer satisfaction, retention, and renewals.

💼 Key Responsibilities

• Customer Support & Issue ResolutionHandle customer queries via call, WhatsApp, remote access (AnyDesk/TeamViewer)
• Resolve issues related to:
• Accounting entries
• GST/tax-related problems
• Software errors & reports

🔹 Software Training & Guidance

Provide basic training to new clients

• Help users understand features like:
• Billing
• Stock management
• Reports
• Guide clients for best usage practices

🔹 Client Relationship Management

• Maintain good relationships with clients
• Ensure regular follow-up for:
• Pending issues
• Feedback
• Handle difficult customers professionally
• 🔹 Coordination with Technical TeamEscalate complex issues to development team
• Follow up till issue is resolved
• Maintain proper issue logs
• 🔹 Renewal & Upselling SupportRemind clients for AMC / renewal
• Identify opportunities to:
• Upsell modules
• Upgrade software
• Support sales team in closing renewals

🔹 Documentation & Reporting

Maintain daily report:

• Calls handled
• Issues resolved
• Pending cases
• Update CRM or support system regularly

📊 KPI / Performance Metrics

• Number of tickets resolved per day
• Average resolution time (TAT)
• Customer satisfaction level
• Renewal follow-ups done

🎓 Required Skills

• Basic knowledge of accounting (must)
• Understanding of GST (preferred)
• Good communication (Hindi + basic English)
• Ability to handle pressure & multiple clients
• Basic computer skills (Excel, remote tools)

👤 Preferred Candidate Profile

Experience in software support / ERP support / accounting software

• Candidates from Tally background will be preferred
• B.Com / M.Com / relevant background is a plus
• Patient, polite, and solution-oriented