IT Support Executive

Job Description – IT Software Customer Support ExecutivePosition: IT Software Customer Support Executive

Experience: 2–5 Years

Employment Type: Full-Time

Location: [Location]

Department: Customer Support / Technical Support

About the RoleWe are looking for an experienced IT Software Customer Support Executive who can handle software-related customer queries, troubleshoot technical issues, coordinate with the development team, and provide effective solutions to clients.

The ideal candidate should have strong customer-handling and communication skills, along with practical knowledge of SQL, MS Office, Excel, hardware and software troubleshooting.

• Key ResponsibilitiesHandle customer calls, WhatsApp messages, emails and support tickets.
• Understand customer problems and provide appropriate solutions.
• Troubleshoot software-related technical issues.
• Guide customers through software features and processes.
• Identify bugs and coordinate with the development team for resolution.
• Execute basic SQL queries for data verification and troubleshooting.
• Perform basic coding/debugging when required.
• Install, configure and troubleshoot software applications.
• Handle basic hardware, printer, network and Windows-related issues.
• Maintain proper records of customer complaints and resolutions.
• Follow up with customers until the issue is completely resolved.
• Provide software training and demonstrations to customers when required.
• Prepare daily/weekly support reports.
• Escalate critical or unresolved issues to the appropriate technical team.
• Required Technical SkillsSQL: Good practical knowledge of SELECT, JOIN, WHERE, UPDATE and basic database troubleshooting.
• MS Excel: Good working knowledge of formulas, filters, sorting, reports and data handling.
• MS Office: Word, Excel, PowerPoint and Outlook.
• Windows: Installation, configuration and troubleshooting.
• Hardware: Basic knowledge of computers, printers, peripherals and troubleshooting.
• Software: Installation, configuration, troubleshooting and basic debugging.
• Networking: Basic understanding of LAN, IP, Wi-Fi, routers and connectivity troubleshooting.
• Coding: Basic programming/debugging knowledge is an advantage.
• Required Soft SkillsExcellent verbal and written communication.
• Strong customer-handling skills.
• Patient and professional approach while dealing with customers.
• Good problem-solving and analytical ability.
• Ability to understand technical problems and explain solutions in simple language.
• Good follow-up and coordination skills.
• Ability to work under pressure and handle multiple customer issues.
• Willingness to learn new software and technologies.

Preferred CandidateThe ideal candidate should have 2–5 years of experience in software/IT customer support, preferably in a company providing business software, ERP, POS, CRM or similar applications.

Candidates with experience in software implementation, client training, technical support or application support will be preferred.

Performance ExpectationsThe candidate will be expected to:

• Resolve customer issues within defined timelines.
• Maintain high customer satisfaction.
• Reduce repeat complaints through proper troubleshooting.
• Maintain accurate support documentation.
• Coordinate effectively with the development team.
• Take ownership of customer issues from complaint registration to final resolution.

Key requirement: We are looking for someone who is not just a customer care executive, but a technically capable support professional who can understand the customer's problem, investigate it, and provide or coordinate the correct solution.