• Issue Resolution: Respond to customer inquiries and support requests via various channels, including phone, email, and chat. Diagnose and troubleshoot software-related problems, providing step-by-step guidance to effectively resolve issues.
  
• Technical Expertise: Develop a deep understanding of our software products, their functionalities, configurations, and underlying technologies. Stay updated on product updates and enhancements to provide accurate information to clients. Problem Solving: Analyze complex technical problems and provide innovative solutions.
  
• Documentation: Maintain accurate and comprehensive records of customer interactions, including issues, resolutions, and recommendations. Contribute to the knowledge base by creating and updating articles to assist both customers and colleagues.
  
• Proof of Concept (PoC): Develop and execute PoCs to showcase the software's capabilities within the client's environment. Demonstrate the feasibility and value of our solutions to address their specific pain points.
  
• Technical Consultation: Serve as a trusted technical advisor to clients, answering their questions and providing insights on implementation, integration, scalability, security, and customization options.
  
• Competitive Analysis: Stay informed about market trends and competitors' offerings. Provide insights to the sales team on our competitive advantage. Training and Knowledge Sharing: Provide training sessions and workshops to sales teams to enhance their understanding of technical aspects and effective selling points of our software. Provide training sessions and webinars to customers on software features, best practices, and troubleshooting techniques.
  
•  Remote Assistance: Utilize remote desktop tools to access clients' systems and provide real-time support. Guide clients through the process of resolving issues or configuring software settings.
  
• Customer Communication: Communicate technical information in a clear and understandable manner to both technical and non-technical users. Keep customers informed about the status of their support requests and expected resolution times.
  
• Product Feedback: Gather customer feedback regarding software functionality, usability, and potential enhancements. Relay insights to the product development team for continuous improvement.
  
• Escalation Management: Escalate complex or critical issues to higher tiers of support or development, ensuring prompt attention and resolution while keeping customers informed.
  
• Continuous Learning: Stay updated with the latest industry trends, technologies, and software updates to maintain a high level of technical expertise. Get technically Certified by Software Vendors.
  

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field.
  
• Vmware Certified Professional and or Microsoft SQL Certified Engineer is a plus.
  
• Proven experience in technical support or a related customer-facing technical role within the software industry.
  
• Strong problem-solving skills and a methodical approach to troubleshooting.
  
• Excellent written and verbal communication skills to convey technical information effectively.
  
• Proficiency in remote desktop tools and remote support practices.
  
• Ability to work independently and collaboratively in a fast-paced environment.
  
• Patience and empathy to handle customer concerns and deliver exceptional support experiences.
  
• Prior experience with help desk or support ticket systems.
  
• Knowledge of SQL and scripting languages is advantageous.
  
• A basic understanding of networking concepts is a plus.
  
• Strong time management and prioritization skills.
  
• Experience in creating and delivering Proof of Concepts (PoCs).
  
• Strong problem-solving skills and the ability to tailor solutions to meet client needs.
  
• Strong analytical mindset and the ability to understand clients' technical and business challenges.
  
• Strong technical aptitude and the ability to understand and articulate complex software concepts