Job Description

Job Title: Support Executive - Client Implementation & Technical SupportIndustry: SaaS / Facility Management Software (CMMS) Employment Type: Full-time About Us:We are a fast-growing SaaS company providing a Computerised Maintenance Management System (CMMS) that digitises facility management operations. Our platform helps clients move from manual, paper-based processes to a streamlined, digital environment, enhancing operational efficiency, compliance, and user experience. Job Overview:We're looking for a dynamic and customer-focused Support Executive who will play a key role in ensuring the successful implementation and ongoing support of our CMMS software for clients. This individual will act as a bridge between the client and our internal teams, providing guidance during onboarding, handling queries, troubleshooting issues, and ensuring a smooth user experience. Key Responsibilities: Client Onboarding & Implementation Support: - Assist clients in the setup and configuration of the CMMS software as per their facility management workflows. - Conduct training sessions (remote or onsite) to educate end users on the software's functionality and usage. - Act as the point of contact during the implementation phase and ensure all modules are successfully deployed. Technical Support & Issue Resolution: Provide first-level support for bugs, errors, or system issues reported by clients. Troubleshoot and escalate complex issues to the development or QA team when required, ensuring timely resolution. Log and track all support queries and responses using a ticketing system or support CRM. Client Communication & Relationship Management: - Maintain regular communication with clients, ensuring their concerns are addressed and satisfaction is maintained. - Collect client feedback and report suggestions for product enhancements to the product team. - Build strong, long-term relationships with client teams and stakeholders. Documentation & Reporting: - Maintain detailed records of client implementations, issue logs, and resolutions. - Contribute to internal knowledge bases and create user guides, FAQS, and training material when required. Requirements:- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.- Familiarity with CMMS or Facility Management Software is a strong advantage. - Strong communication and interpersonal skills.- Ability to handle multiple clients and prioritise tasks effectively. - Basic understanding of APIS, mobile applications, and web-based systems is a plus. (ref:updazz.com)

updazz .com