Support Executive

SOFTWARE PRODUCT SUPPORT EXECUTIVE

Company Name: Onflap Technologies Pvt Ltd

Job Location: Angamaly, Ernakulam, Kerala
Employment Type : Full-Time | Work from Office
Annual Salary : Rs. 2.5 to 3 LPA (CTC)
Experience : 1+ Years
Working Hours : 9:00 AM to 7:30 PM
Openings : 3

SUMMARY

We are hiring a Software Product Support Executive to provide technical and functional support for our products. The
candidate will be responsible for handling customer support calls, troubleshooting software issues, coordinating with the
development team for bug fixes, and providing product training to new customers. We are looking for candidates with
good technical understanding, strong communication skills, and a customer-focused approach.

ROLES AND RESPONSIBILITIES

- Handle incoming customer calls and resolve queries related to our accounting software.
- Troubleshoot software errors, identify issues, and fix minor technical bugs.
- Coordinate closely with the development team to report, track, and resolve customer-reported issues.
- Follow up with developers and customers to ensure timely resolution of technical problems.
- Provide product demonstrations, on boarding, and software training to new customers.
- Guide existing customers on software features, accounting workflows, and day-to-day operations.
- Maintain records of customer complaints, technical issues, and resolutions.
- Escalate complex technical issues to the appropriate development team.
- Ensure customer satisfaction through effective communication and timely support.

REQUIRED QUALIFICATIONS AND SKILLS

- Bachelor's Degree in Computer Science or a related discipline (Mandatory).
- Good communication skills in English.
- Basic knowledge of software applications, databases, and troubleshooting.
- Ability to understand technical issues and communicate them clearly to developers.
- Good analytical and problem-solving skills.
- Comfortable handling customer calls and conducting training sessions.
- Willingness to learn accounting software and understand customer business requirements.

PREFERRED SKILLS

- Basic knowledge of SQL and databases.
- Understanding of software debugging and technical support.
- Familiarity with accounting software, ERP systems, or business applications.
- Basic understanding of accounting concepts.
- Previous experience in software support, application support, or customer technical support is an advantage.

KEY SKILLS

Technical Support, Application Support, Software Support, Product Support, Customer Support, Accounting Software, SQL,
Software Troubleshooting, Bug Tracking, Customer Training, Client On boarding, ERP Support, Developer Coordination,
Issue Resolution.