- Technical Troubleshooting: Diagnose, troubleshoot, and resolve software application issues reported by clients via tickets, email, or phone.
- Ticket Management: Self organized to manage tickets efficiently, Log, track, and manage all customer issues using our [Insert Ticketing Tool, e.g., Jira, Zendesk, Freshdesk] system, ensuring adherence to strict Service Level Agreements (SLAs).
- Client Communication & Training: Guide users through step-by-step solutions and occasionally conduct remote sessions to train clients on software features and best practices.
- Escalation Management: Recreate bugs, identify root causes, and escalate complex technical/engineering-level issues to the development teams.
- Database & Server Support: Perform basic database troubleshooting (e.g., executing basic SQL queries to extract logs) and assist clients with software updates/patches.
- Knowledge Base Contributions: Create and update internal/external FAQs and knowledge base articles to empower users with self-service options.
- Feedback Loop: Collaborate with product and development teams by sharing user feedback and recurring issue logs to improve the product.
Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, BCA, or a related technical field.
- Experience: 1 to 2 years of proven experience in software support, application support, or a relevant technical helpdesk role.
- Technical Competence:
- Interpersonal Skills: Exceptional written and verbal communication skills; ability to explain complex technical concepts clearly to non-technical users.
- Problem-Solving: Strong analytical abilities and a keen desire to solve problems independently
Skills Required
- Bachelor’s degree in Computer Science, Information Technology, BCA, or a related technical field
- 1 to 2 years of experience in software support, application support, or a technical helpdesk role
- Good knowledge of Excel
- Basic understanding of Windows or Linux operating systems and networking fundamentals
- Familiarity with web application hosting technologies such as IIS or Apache
- Working knowledge of databases such as SQL or MySQL for diagnostic queries
- Exceptional written and verbal communication skills
- Ability to explain complex technical concepts clearly to non-technical users
- Strong analytical and independent problem-solving abilities
What We Do
At Cloudester Software LLC, we are a team of tech enthusiasts dedicated to helping businesses grow in the digital world. With over 13 years of experience, we specialize in creating custom software tailored to meet unique business needs. As a leading software development firm, we develop mobile apps, build specialized business software, and enhance operations through AI solutions. We also boost online visibility with effective SEO strategies and set up reliable IT systems to ensure smooth performance. Our services include: Mobile app development AI development Custom software development SEO for websites IT support and infrastructure Cloudester is a trusted mobile app development and AI development company, committed to solving your tech challenges with smart, effective solutions.
Why Work With Us
Cloudester stands out for its focus on innovation, collaboration, and real impact. We solve real business problems using the latest in mobile, AI, and custom software. With a supportive culture, continuous learning, and meaningful projects, it's a great place to grow your career and make a difference.
