Software Support Executive (ed-tech Company)

Vridhee Innovations Pvt. Ltd.

1 - 3 Years
2 Openings
Not Disclosed
Bhubaneswar
Face-to-Face interview

Key Skills

Troubleshooting Skills Technical Support Interpersonal Skills Support Ticketing Systems CRM Software Software Support

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Job Description

Position Overview:

The Ed Tech ERP and LMS Support Executive is a vital member of the customer support team, responsible for providing technical assistance and guidance to educational institutions and end-users utilizing the ERP (Enterprise Resource Planning) solutions and LMS. This role involves troubleshooting, resolving issues, and ensuring that clients receive the necessary support to maximize the value of their ERP systems.

Key Responsibilities:

1. Customer Assistance: Provide timely and effective technical support to educational institutions and end-users through various channels, including phone, email, chat, and remote desktop assistance.

2. Issue Resolution: Diagnose and resolve technical problems, system errors, and user inquiries related to the ERP system. Escalate complex issues to higher levels of support as needed.

3. Documentation: Maintain detailed records of customer interactions, issues, and solutions in a CRM (Customer Relationship Management) system, ensuring accurate and up-to-date documentation.

4. Training: Assist clients and end-users in understanding the features and functionalities of the ERP system, offering guidance and training as necessary.

5. Problem Analysis: Analyze recurring technical issues and work with the development and QA teams to identify root causes and implement permanent solutions.

6. Updates and Upgrades: Assist clients in updating or upgrading their ERP systems to the latest versions, ensuring a seamless transition and minimal disruption.

7. Feedback Collection: Collect feedback from clients regarding their experiences with the ERP system and report it to the product development team for continuous improvement.

8. Quality Assurance: Conduct quality assurance checks to ensure that resolved issues meet the necessary standards and client expectations.

9. Knowledge Sharing: Contribute to the creation and maintenance of a knowledge base, including FAQs and troubleshooting guides, to empower clients to resolve common issues in