Tally Software Support Executive

TECH SUPPORT EXECUTIVE 

Roles and Responsibilities

1. Technical Support and Customer Assistance: 

Provide technical support and assistance to Tally software users via phone, email, chat, and 

remote desktop sessions. 

Troubleshoot and resolve user issues related to Tally software installation, configuration, 

usage, and functionality. 

Guide users through step-by-step instructions to resolve technical issues or perform software 

tasks. 

Escalate unresolved technical issues to higher-level support teams or developers for further 

investigation and resolution. 

Ensure timely resolution of customer queries and issues to maintain high levels of customer 

satisfaction. 

Document all support interactions, including issue details, resolutions, and follow-up actions, 

in the support ticketing system. 

Collaborate with the development team to identify and report software bugs, glitches, or 

usability issues encountered by users. 

Provide guidance and training to customers on best practices for using Tally software 

efficiently and effectively. 

2. Software Updates and Maintenance: 

Assist users with downloading, installing, and updating Tally software versions, patches, and 

upgrades. 

Educate users on the importance of keeping their Tally software up-to-date with the latest 

features, enhancements, and security patches. 

Coordinate with the technical team to schedule and perform periodic maintenance activities, 

such as database optimization, backup procedures, and system performance tuning. 

3. Documentation and Knowledge Sharing: 

Create and maintain a knowledge base of common user issues, troubleshooting steps, and 

solutions for quick reference and self-service support. 

Develop user-friendly guides, tutorials, and FAQs to help users better understand and utilize 

Tally software functionalities. 

Conduct training sessions or webinars for new users or existing customers to impart 

knowledge on advanced features, tips, and tricks of Tally software. 

4. Quality Assurance and Feedback Management: 

Conduct periodic quality checks on support interactions to ensure adherence to service 

standards, response times, and resolution accuracy. 

Gather feedback from users regarding their experience with Tally software and support 

services to identify areas for improvement. 

Analyze support metrics and performance indicators to assess the effectiveness of support 

processes and identify opportunities for optimization. 

Competencies required for the above job role 

Iceberg Elements Competencies Attributes List

Skills

 1. Excellent communication skills in English and regional 

languages 

2. Problem-solving abilities 

3. Customer service orientation 

4. Patience and empathy 

5. Technical troubleshooting skills 

6. Attention to detail 

7. Time management and prioritization 

8. Collaboration and teamwork 

Knowledge 1. Proficiency in Tally software and its modules 

2. Basic understanding of accounting principles and practices 

3. Familiarity with operating systems (Windows, Linux) and 

networking concepts. 

4. Knowledge of remote support tools and techniques 

Experience Requirements 1-3 years

Traits 1. Persistent 

2. Willingness to learn 

3. Hospitable 

Motives 1. Hungry for personal growth 

Educational Qualification Degree UG - BBA / BMS, B.Com 

Commerce background mandatory 

Experience Requirements 1+ years