Tech Support

Job Description

L1 Support Executive – Software Product (B2B SaaS) Responsibilities

• Act as the first point of contact for client queries, software-related issues, and technical troubleshooting.
• Understand and document user-reported issues, focusing on application errors, system bugs, or usage-related challenges.
• Basic understanding of the Software Development Life Cycle (SDLC) and its phases.
• Respond to incoming client queries via calls, emails, or ticketing systems.
• Quickly identify and understand software problems based on user-reported symptoms, using problem solving, logical thinking and pattern recognition skills to analyse root causes.
• Ask standard questions to gather necessary information and raise a ticket for the reported issue, ensuring proper categorization and priority.
• Collaborate with internal (L2, Engineering, and operations) and external teams (Bank teams) to escalate critical software problems and provide timely resolution.
• Follow up on tickets until the issue is resolved and ensure the ticket is closed upon client satisfaction.
• Knowledgeable about common troubleshooting steps and may attempt to resolve issues directly, aiming for First-Time Resolution (FTR).
• Ensure client satisfaction by providing clear, accurate, and timely communication about issue progress.
• Operational support: Support clients in basic software functionalities and guide them in using the product effectively.
• Ensure proper escalation of issues requiring L2 or engineering teams, while maintaining clear documentation for each support case.
• Good-to-Have: Basic understanding of Microfinance collection workflows, or Payment systems or Fintech Software.

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