IT Support Executive

Company: 5Sigma IT Pvt. Ltd. – PagarGuru

Department: IT Support

Location: [Branch Location]

Employment Type: Full-Time

Working Hours: 10:00 AM to 7:00 PM

Experience: 0–3 Years

Reporting To: IT Support Manager / Senior Management

1. Job Summary

We are seeking a customer-focused and technically proficient IT Support Executive to provide timely technical assistance, troubleshoot software-related issues, and ensure effective client support for PagarGuru.

2. Key Responsibilities

• Handle client queries through calls, WhatsApp, email, and other approved channels.
• Provide technical support related to Payroll, Attendance, Leave, and HRMS software.
• Diagnose and resolve client issues within the defined turnaround time.
• Coordinate with the technical/development team for complex issues and escalations.
• Conduct client training, product demonstrations, and implementation support when required.
• Attend client visits for technical assistance and on-site support.
• Maintain accurate records of client issues, follow-ups, resolutions, and service requests.
• Ensure professional communication and maintain strong client relationships.

3. Required Skills & Qualifications

• Bachelor's degree/Diploma in IT, Computer Science, Computer Applications, or a related field.
• 0–3 years of experience in IT Support, Technical Support, or Software Support.
• Strong communication and client-handling skills.
• Good troubleshooting and problem-solving abilities.
• Basic knowledge of computer systems, MS Office, and software applications.
• Ability to learn and understand SaaS/HRMS products.
• Willingness to travel for client visits when required.

4. Performance Expectations

Timely and effective resolution of client issues.

• Proper follow-up and documentation of support requests.
• Maintaining high standards of client communication and service.
• Timely escalation and coordination with internal teams.
• Adherence to company policies, processes, and reporting requirements.