Software Support Executive

We are looking for a dedicated Software Support Executive to join our team, providing first-line technical assistance to ERP software users based in the USA. This position operates during the night shift and is located in DHA Phase II, Karachi. The successful candidate will be responsible for diagnosing and resolving software-related issues, guiding users through solutions, and collaborating with development teams to enhance the overall software experience. Strong communication skills and the ability to manage support requests efficiently in a fast-paced environment are essential for this role.

Key Responsibilities
Provide first-line technical support to software users via phone, email, or chat. Diagnose and troubleshoot software-related issues reported by users, offering clear, step-by-step guidance to resolve problems. Escalate complex issues to higher-level technical support or development teams when necessary. Maintain accurate documentation of all reported issues in the support ticketing system. Develop and update knowledge base articles and FAQs to assist users in resolving common problems independently. Work closely with product development teams to relay user feedback and contribute to software improvements. Conduct training sessions for new users and provide ongoing support to ensure effective software utilization.

Required Qualifications
A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Candidates should have previous experience in software support or a similar role, demonstrating strong analytical and problem-solving skills. Excellent communication and interpersonal abilities are crucial, with the capacity to explain technical issues in a simple and understandable manner. Familiarity with ticketing systems and CRM tools is also required to manage and track support requests efficiently.

Preferred Qualifications and Benefits
The role offers a competitive monthly salary ranging from Rs60,000 to Rs80,000. The position is based onsite at DHA Phase II, Karachi, providing an opportunity to work closely with international clients and cross-functional teams. This role is ideal for those looking to gain valuable experience in ERP software support and user training. Candidates who are proactive, customer-focused, and passionate about technology will find this position rewarding as it offers a chance to contribute directly to software improvement and user satisfaction.

If you thrive in a dynamic support environment and enjoy helping users solve technical challenges, we encourage you to apply for this exciting opportunity.