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Smart Software Limited
Technical Support Executive
Application Deadline: Nov 16, 2024
Summary
Published: Oct 02, 2024 Vacancy: 4 Gender: Any
Age: 20 years to 35 years Career Level: Mid Level Experience: 1 Year to 2 Year
Salary: Negotiable Location: Dhaka, Panthapath
Requirements

Education


  • Diploma, Diploma in Computer
  • Bachelor/Honors, Information Technology
  • Bachelor/Honors, Bachelor of Commerce (BCom)

Experience


  • 1 Year to 2 Year , Freshers Can Also Apply! 🌟

Additional Requirements


  • Industries: They work across various sectors like eCommerce, financial services, healthcare, government, or any organization relying on software solutions.
    Software Types: The role often covers different software such as CRM systems, ERP software, cloud-based services, mobile applications, or custom software solutions.
    Skills: Problem-solving, communication, and a deep understanding of software systems are critical. A technical support executive also needs proficiency in using ticketing systems, remote support tools, and maintaining customer relationship management (CRM) platforms.


Responsibilities & Context

Software Troubleshooting: Identify, diagnose, and resolve software issues encountered by clients or internal users. This includes providing solutions to technical problems and advising on software usage.
Customer Support: Respond to inquiries and provide step-by-step assistance, either via phone, email, or chat. Maintain a professional and friendly interaction to ensure customer satisfaction.
Installation & Configuration: Guide customers through software installation, configuration, and updates. Ensure users can set up the software correctly, adjusting configurations as per their requirements.

Training & Guidance: Conduct virtual or in-person training sessions for users to help them understand software functionality. Provide user manuals and documentation as needed.
Issue Escalation: When necessary, escalate complex or unresolved issues to higher-level support teams or developers. Ensure proper documentation of each case for quick resolution.
Software Updates & Maintenance: Notify clients of new software releases or patches. Assist in applying updates and ensuring minimal disruption during the process.
Monitoring & Reporting: Track software performance and report bugs, errors, or potential improvements to the development team. Maintain logs of support requests and resolutions.
Testing & Feedback: Participate in testing new software features or versions to ensure smooth performance. Provide feedback to the development team regarding customer experience.
Remote Support Tools: Use remote desktop tools to diagnose and resolve issues for users when in-person support is not possible.
Documentation: Maintain comprehensive documentation of support tickets, troubleshooting steps, and resolved issues. Ensure this information is accessible to other support team members.


Compensation & Other Benefits
  • Tour allowance
  • Weekly 2 holidays
  • Salary Review: Half Yearly
  • Lunch Facilities: Full subsidize
  • Festival Bonus: 2

Work Place

Work from Office

Employment Status

Type: Full Time/Permanent

Shift: Day Shift

Job Location

Dhaka, Panthapath

Company Information
Company Name: Smart Software Limited

Address: 152/2/N Panthopath, Dhaka


Business Type:

Information Technology (IT)

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