Technical Support Executive

Role Overview

We are seeking a Software Support Executive who will act as the first line of contact for clients using Unistrat’s software platforms. The role involves troubleshooting, guiding clients through configurations, handling support tickets, and ensuring smooth functioning of the deployed systems.

This position requires a tech-savvy, patient, and customer-focused professional who can communicate clearly and resolve issues efficiently.

Key Responsibilities

• Provide technical support to clients for Unistrat software products (Triple-A, Triple Play, and related modules).
• Diagnose, troubleshoot, and resolve application, network, and configuration issues via remote access, chat, and calls.
• Handle ticket management using the company’s CRM / support portal and ensure timely resolution.
• Coordinate with the development and implementation teams for escalated technical issues.
• Conduct client training sessions and explain software features, workflows, and best practices.
• Document recurring issues, user feedback, and suggested improvements for the product team.
• Assist during software deployment, integration, and updates on client servers or cloud systems.
• Maintain logs, support reports, and SLA compliance for all client interactions.
• Collaborate with sales and implementation teams to ensure customer satisfaction and retention.

Required Skills & Qualifications

• Bachelor’s degree / Diploma in Computer Science, IT, Electronics, or Networking.
• 1–4 years of experience in Software Support / Technical Helpdesk / NOC / Customer Success roles.
• Basic knowledge of Networking (IP, DNS, VLAN, Radius, PPPoE) is preferred.
• Familiarity with Linux, Mikrotik, Cisco, or BNG systems is an added advantage.
• Strong communication and problem-solving skills.
• Patience, attention to detail, and customer-oriented approach.
• Ability to multitask and work under minimal supervision.

What We Offer

• Competitive salary and performance-based incentives.
• Hands-on exposure to Carrier-grade ISP Management Platforms.
• Continuous training and growth opportunities within the telecom SaaS domain.
• Friendly and collaborative work environment.