Software Support Executive - Remote

SOFTWARE SUPPORT EXECUTIVE SUMMARY OF FUNCTIONS

The Software Support Manager oversees the day-to-day operations of Software Support, which advises and guides users of the applications.

SOFTWARE SUPPORT EXECUTIVE ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide product support to customers about their queries came through chat or email.
• Diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner.
• Ensure customer requirements are met with consistently high quality of service.
• Identify the need for new features or enhancements to existing products.
• Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution.
• Ensure that each support issue and resolution is adequately documented under the support system.
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement.
• Assist in the QA process of new iterations/updates of the software.
• Determine which issues require software support and redirect those that do not to the appropriate resolution team.

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Product Owner. Works with Software Development, Technical Support, and other software-related team members.