Software Troubleshooting Engineer

Overview

Job Title: Software Troubleshooting Engineer
Company: Ferax Technologies Pvt Ltd
Location: Kurisummoodu, Changanacherry, Kottayam, Kerala (Opp. Federal Bank)
Job Type: Full-Time
Salary: ₹12,000 – ₹20,000 per month

Job Overview:

Are you passionate about solving technical issues and ensuring customer satisfaction? Join Ferax Technologies Pvt Ltd as a Software Troubleshooting Engineer! We are looking for a motivated and skilled individual to provide exceptional technical support and troubleshoot software issues efficiently. In this role, you will play a crucial part in helping customers with software setup, training, and technical support, ensuring smooth and effective software usage.

Key Responsibilities:

• Software Demos & Training:

Deliver online and offline demos of our ERP software, showcasing its features and benefits. Conduct training sessions for customers to ensure they understand and can effectively use the software.

• Customer Support:

Respond to customer inquiries and resolve software-related issues through various communication channels, such as email and phone. Provide timely and professional support.

• Troubleshooting & Bug Reporting:

Diagnose and resolve technical issues reported by customers. Identify software bugs and report them to the development team, ensuring they are prioritized for future updates.

• Documentation & FAQs:

Regularly update and maintain documentation, including FAQs, to address common customer queries. Keep detailed records of customer interactions, issues, and resolutions.

• Software Updates & Assistance:

Help clients with software updates, patches, and feature integrations. Ensure a smooth transition with minimal disruption to their operations.

• Issue Escalation & Feedback Collection:

Escalate unresolved or complex issues to appropriate internal teams and follow up for timely resolutions. Gather customer feedback and share it with the product management team for product improvements.

• Product Knowledge & Continuous Improvement:

Continuously expand your knowledge of our software products to provide expert support. Contribute to the improvement of support processes to enhance customer satisfaction.

Secondary Responsibilities:

• Outreach:

Contact potential or existing customers to inform them about new products, services, or updates.

• Excel Work & Data Management:

Accurately enter customer data and information into databases and spreadsheets. Assist with database imports as needed.

• Customer Interaction:

Answer customer queries related to our software or services and provide clear and helpful information.

Requirements:

• Experience:

Minimum 1 year of experience in technical support for software products.

• Educational Qualification:

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

• Skills:

Proficiency in Microsoft Office tools. Strong problem-solving and analytical skills, excellent communication skills in English and Malayalam (knowledge of Hindi is a plus).

• Attributes:

Customer-centric mindset with excellent interpersonal and communication skills. Ability to troubleshoot software issues, multitask, and prioritize under pressure.

• Additional:

Willing to travel across Kerala for client support (Male candidates preferred). Immediate joiners will be given priority.

How to Apply:

If you're ready to take your career to the next level and be part of an innovative team, send your resume to career@ferax.in or call +91 9495081177 for more details.

Job Type: Full-time

Pay: ₹12,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Ability to commute/relocate:

• Kottayam, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Software Support: 1 year (Required)

Language:

• English (Required)
• Malayalam (Required)
• Hindi (Preferred)
• Tamil (Preferred)

Location:

• Kottayam, Kerala (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person