Application (Software) Support Executive (ASE)

Reporting to the Customer Support Manager (Application Support), you will play a key role in Customer Service for SYSTECH Technocraft Services Pvt. Ltd.. Your primary responsibility will be to handle client queries/issues via emails, calls or personal visits, handle client delivery and troubleshooting.

WHAT YOU WILL DO

  • Be an active part of the Client Delivery or Client Monitoring Team and provide end-to-end internal and external implementation support for SYSTECH Technocraft Services Pvt. Ltd. suite of software solutions, including pre-deployment preparation, deployment, UAT, security-clearance, integration/data migration, user and rights management, final deployment, and/or post deployment monitoring
  • Impart UAT & Product Training to clients
  • Ensure trouble-free Warranty & AMC support to Systech clientele
  • Handle software installations for internal products
  • Conduct periodic health-checks on software solutions deployed at client locations
  • Undertake Proof of Concept (POC) at client locations in coordination with Business Team
  • Document and track incidents reported by the clients
  • Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution
  • Ensure smooth and consistent Client Relationship Management
  • Assist in testing, release and maintenance of pre-deployment software releases
  • Assist in organized deployment of patches, security fixes, and periodic product upgrades

WHAT YOU SHOULD HAVE

  • B.Sc. / B. Sc. (IT) / B.E. / B. Tech. / MCA or other Technical Graduates
  • No prior experience is mandatory
  • In-depth knowledge of various OS, SQL / Oracle database(s), and hardware is a pre-requisite
  • Proficiency in deploying web-based applications
  • Sound skills of software troubleshooting and diagnosis
  • Excellent analytical and on-the-spot thinking ability
  • Basic computer skills, including email writing, is a must
  • Sound communication, inter-personal & documentation skills
  • Readiness to travel across the country for client-side implementation at least 2 – 3 times each month
  • Willingness to acquire in-depth functional knowledge of Systech software product
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