Senior Support Executive

at Walkover Web Solutions Pvt. Ltd.

DP
Posted by Shubhangi Shekhar
icon
Indore
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2 - 5 yrs
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₹2L - ₹5L / yr (ESOP available)
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Full time
Skills
Technical support
Tech Support
Accounting knowledge

Description

We are looking for a Senior Support Executive to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with our services. Senior Support Executive responsibilities include handling technical support associates and being familiar with using remote desktop connections to provide immediate support. You will use email, chat, and call to give clients quick answers to product-related queries. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with software queries, and are able to explain technical details simply, we’d like to e-meet you. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical and non-technical queries.

 

Responsibilities

  • Managing the team of Technical Support Associates and ensuring that they are performing well.
  • Research and identify solutions to software queries.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open querries at one time
  • Prepare accurate and timely reports for yourself and team.
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Requirements

  • 2-3 years of proven experience in the field of technical support
  • Ability to diagnose and troubleshoot basic technical queries
  • Familiarity with remote desktop applications and help desk software.
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Understanding of how API works.
  • Good to have basic accounting knowledge.

Benefits

  1. Flexible Work hours
  2. Flat Organisation Structure
  3. Contribute to the growth of the product
  4. Health and Skill Development benefits
Read more

About Walkover Web Solutions Pvt. Ltd.

Walkover is a place where developers work under one roof with thinkers and creators bringing ideas into existence.


Vision


To introduce best possible tools in the market in the least possible time, which will make the lives of people even easier and they are able to take benefit of the IT industry in a true sense.

 

Mission

 

To bring simple and easy-to-use products year after year and enhance our development process. For the year 2015, Walkover is working with the mission to work on its three major products:

  1. MSG91 - to make it a leader in the industry through its service quality and UI.
  2. Giddh - to make accounting an easier concept even for a common man.
  3. Socket - API middleware, making API integration easy.

Along with this, Walkover will strive for continuous innovation, experiments, and research which will show us the future.

 

Business profile

 

Area of expertise

Being the IT domain for over 4 years, Walkover specializes in web based application development and mobile application development. It has been creating innovative products since it was founded and continues to introduce new products from time to time.

 

 

Technologies we use

Core PHP, Python, Node.js, Android, Windows, open source software, and powerful AWS servers. Walkover uses the best available technology - premium version of databases and so on so that our products work smooth and robust.

 

Key Products

MSG91 (SMS solutions provider)

MSG91 is an internet based service that allows you to send SMS and critical alerts to the masses.

Product info: https://msg91.com/

Giddh (Accounting software)

Giddh is an extremely simple to use Accounting software that manages your day to day financial transactions in a systematic way so that it enhances the efficiency of your business.

Product info: https://giddh.com/

 

Socket (API Middleware)

Socket makes API integration process super easy and helps to connect multiple software so that you build a big business, not big software.

Product info: https://viasocket.com

 

 

General view

We continuously inspire with our innovative ideas and let you evolve as a winner with us. We believe in aspiring and encouraging you at every step to make more meaning out of your personal and professional life.

 

Read more
Founded
2010
Type
Product
Size
100-500 employees
Stage
Profitable
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• Bachelor's degree or MBA preferred.
Read more
Job posted by
Ramnika Chadha
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