It Support Executive

• Customer Support:
  
  

Responding to user inquiries via phone, email, or chat, providing guidance and solutions for software-related issues.

• Issue Diagnosis and Resolution:
  
  

Identifying the root cause of software problems, providing step-by-step instructions or workarounds to resolve them.

• Escalation:
  
  

Collaborating with other teams (developers, QA) to resolve complex or recurring issues, ensuring timely and satisfactory solutions.

• Documentation:
  
  

Maintaining detailed records of issues, solutions, and user interactions in a ticketing system or knowledge base.

• Software Testing and Updates:
  
  

Participating in testing new software versions or updates and assisting with the implementation of patches or fixes.

• User Training and Guidance:
  
  

Providing training and support to users on new software features or functionalities.

• System Monitoring:
  
  

Monitoring software performance, identifying potential issues, and proactively addressing them.

This job is provided by Shine.com