IT Support Specialist - Software Development Company

IT Support Specialist – Job Description ( SoftFYR Technologies )

We are looking for a dedicated and customer-focused IT Support Specialist to join our Software Development Company. The candidate will be responsible for providing technical assistance, product guidance, and operational support to customers using our software products, including CRM Software, ERP Software, HRMS, Digi Profilo, and DocYori.

The primary responsibility will be to understand customer requirements and guide them on how to effectively use our software products in their day-to-day business operations. The candidate will assist customers with account setup, software configuration, feature navigation, basic troubleshooting, and operational queries.

The IT Support Specialist will also explain product features, plans, pricing, subscriptions, and purchasing procedures to interested customers. They will help potential customers understand how a particular product can benefit their business and guide them through the demo, purchase, subscription, renewal, and onboarding process.

Key Responsibilities

• Provide customer support through phone, WhatsApp, chat, and other communication channels.
• Guide customers on using CRM, ERP, HRMS, Digi Profilo, and DocYori.
• Explain software features, modules, workflows, and operational processes.
• Assist customers with account creation, login, setup, and basic configuration.
• Identify and resolve basic technical and operational issues.
• Escalate complex technical issues to the development or technical team.
• Conduct product demonstrations and explain software functionality to potential customers.
• Guide customers regarding pricing, plans, subscriptions, purchases, and renewals.
• Collect customer feedback and communicate product-related requirements to the internal team.
• Maintain professional communication and ensure excellent customer satisfaction.
• Maintain records of customer queries, issues, and resolutions.

Required Skills

• Good communication and customer-handling skills.
• Basic understanding of software and web applications.
• Ability to learn and explain software products quickly.
• Problem-solving and troubleshooting ability.
• Basic knowledge of CRM, ERP, HRMS, or SaaS products will be an advantage.
• Comfortable communicating in Hindi and English.
• Freshers with good communication and basic technical knowledge can also apply.

Role Objective: To ensure every customer can easily understand, adopt, and successfully operate our software products while receiving timely and professional support.

Pay: ₹12,000.00 - ₹20,000.00 per month

Work Location: In person