Software Support Engineer (ERP)

Job Title : Software Support Engineer / ERP Support Executive

Company : Ferax Technologies Pvt Ltd

Location : Kurisummoodu, Changanacherry. (Opp. Federal Bank).

Job Type : Full-Time

Pay : 15,000 to 25,000

JOB ROLE:

Are you a problem-solving enthusiast with a passion for technology and customer

satisfaction? If so, we have the perfect opportunity for you! Join our team as a Support

Engineer and play a crucial role in providing exceptional technical support to our valued customers. Urgently we are looking for an enthusiastic Support Engineer who will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.

ABOUT US:

Ferax Technologies Pvt Ltd is a leading software company dedicated to delivering

cutting-edge solutions to our clients. We provide custom software development service, which Includes Desktop Software, Web Application, Mobile Application and ERP Solution, That Satisfies all Your Operational and Managerial Requirements. We have diverse skills with more than 13 years of technology experience, delivering end-to-end solutions by engaging with the customers more profoundly.

JOB DUTIES:

Primary duties:

User Training: Conduct both online and offline training sessions for customers to enhance their understanding and effective use of the software.

Customer Support: Respond to customer inquiries and issues through various channels, such as email and phone ensuring timely and professional assistance.

Testing & Bug Reporting: Identify and document software bugs and glitches, working closely with the development team to prioritize and address them in future releases.

FAQ Preparation: Regularly update Frequently Asked Questions (FAQ) resources for our software products, anticipating common customer queries and providing clear and concise answers.

Troubleshooting: Investigate, diagnose, and resolve software-related problems reported by customers, providing step-by-step guidance and clear instructions.

Issue Escalation: Escalate complex or unresolved issues to appropriate internal teams and follow up to ensure timely resolution.

Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the knowledge base to enhance the support process and facilitate future reference.

Software Updates: Assist customers with software updates, patches, and new feature

implementations, ensuring a smooth transition and minimal disruption.

Product Knowledge: Continuously update and expand your knowledge of the software products to provide expert-level support and guidance to customers.

Collaboration: Collaborate with the development and quality assurance teams to reproduce and analyse customer-reported issues in test environments.

Feedback Collection: Act as a customer advocate by collecting feedback, feature requests, and improvement suggestions to communicate with the product management team.

Continuous Improvement: Contribute to the improvement of support processes and

workflows, striving to enhance customer satisfaction and efficiency.

Secondary Duties:

Outreach: Contacting potential or existing customers to inform them about new products, services, promotions, or updates.

Excel Work: Accurately and efficiently entering data, including client information, into

spreadsheets or other systems as needed.

Database Importing: Handling the importing of files and customer data into the appropriate client database.

Product Knowledge Sharing: Answering customer questions about the software or the company during interactions.

REQUIREMENTS:

● Candidates who can join immediately would be preferred.

● Willing to travel across Kerala (Gents)

● Good communication skills in English & Malayalam

● B. Tech/B. Sc Computer/B.C.A/M.C.A graduates are preferred.

● Minimum 1 year of experience with technical support for a software product.

● Proficient in Microsoft Office tools.

● Excellent interpersonal skills

● A customer-centric mindset with a focus on providing excellent

service

● Analytical skills - conducting root-cause analysis for technical

issues is a key component of this role.

● Organization skills - customer support engineers must multitask

and prioritize multiple support requests under time constraints.

● Outstanding negotiation skills with the ability to resolve issues

and address complaints.

● Team player.

● Ability to deal with different personalities.

● Strong follow-up Skills

● Good time management skills.

● Ability to provide excellent customer service.

● Strong Communication Skills.

● Good Problem-Solving skills.

● Willing to learn technical concepts regarding software

products.

SALARY

The salary range for this position is from Rs.15,000 to Rs.25,000 based on qualifications and

experience.

WHY FERAX TECHNOLOGIES PVT LTD?

● Competitive salary and benefits package.

● Opportunities for professional growth and development.

● A dynamic and inclusive work environment.

● The chance to work with cutting-edge technology and make a meaningful impact.

● A team of talented and supportive colleagues who share your passion for technology and customer satisfaction.

If you're ready to take your career to the next level and be part of an innovative and

collaborative team, we encourage you to drop your resume to [email protected] or Speak with the employer +919495081177

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Ability to commute/relocate:

• Changanacherry, Kerala: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• software support: 1 year (Required)

Language:

• Malayalam (Required)
• English (Required)

Work Location: In person