Help Desk Executive

Chennai, India

A Helpdesk Executive for software support with an Annual Maintenance Contract (AMC) collection target has a multifaceted role that combines technical support, customer service, and sales. Here are the detailed job responsibilities:

Technical Support Responsibilities

  1. Customer Assistance:
    • Provide first-level contact and convey resolutions to customer issues.
    • Diagnose and resolve software-related issues through phone, email, or chat.
    • Walk customers through the problem-solving process.
    • Follow up with customers to ensure issues are resolved.
  2. Issue Tracking and Documentation:
    • Record events and problems and their resolution in logs.
    • Document technical knowledge in the form of notes and manuals.
    • Monitor and update support tickets in the helpdesk system.
  3. Software Installation and Configuration:
    • Assist customers with software installation and configuration.
    • Provide support for software updates and patches.
    • Ensure proper configuration of software to meet customer needs.
  4. Troubleshooting:
    • Escalate unresolved issues to higher levels of support.
    • Identify and suggest possible improvements on procedures.

Customer Service Responsibilities

  1. Customer Relationship Management:
    • Build and maintain positive customer relationships.
    • Communicate effectively to understand customer needs and provide appropriate solutions.
    • Provide proactive customer support and anticipate potential issues.
  2. Training and Guidance:
    • Conduct customer training sessions on software usage.
    • Provide customers with tips and best practices to maximize software functionality.

AMC Collection Responsibilities

  1. Target Achievement:
    • Meet or exceed AMC collection targets set by the company.
    • Develop strategies to achieve AMC renewal and collection goals.
  2. Renewal Management:
    • Contact customers for AMC renewals before the expiration date.
    • Negotiate AMC terms and conditions with customers.
    • Prepare and send AMC renewal proposals and invoices.
  3. Record Keeping and Reporting:
    • Maintain accurate records of AMC renewals and collections.
    • Provide regular reports on AMC collection status to management.
    • Analyze data to identify trends and areas for improvement.
  4. Sales Support:
    • Identify opportunities for upselling and cross-selling additional services.
    • Collaborate with the sales team to ensure customer satisfaction and retention.

Additional Responsibilities

  1. Continuous Learning:
    • Stay updated with new software updates and technologies.
    • Participate in training programs and workshops to enhance skills.
  2. Team Collaboration:
    • Work closely with other helpdesk team members to provide seamless support.
    • Share knowledge and assist colleagues with complex issues.
  3. Feedback Loop:
    • Gather customer feedback to improve service quality.
    • Report recurring issues to the product development team for improvements.

By combining these responsibilities, a Helpdesk Executive ensures efficient software support, excellent customer service, and successful AMC collection, contributing significantly to the company's revenue and customer satisfaction. 

Customer Relationship
Personal Evolution
Administrative Work
Technical Expertise


  • Lead the entire support cycle
  • Achieve monthly support objectives
  • Understand the customer requirements
  • Negotiate the customer with possible outcome
  • Master demos of our software

Must Have

  • Bachelor Degree or Higher
  • Passion for software products
  • Perfect written English
  • Highly creative and autonomous
  • Accounting Knowledge

Nice to have

  • Experience in writing online content
  • Additional languages
  • Google Adwords experience
  • Strong analytical skills

What's great in the job?

  • Great team of smart people, in a friendly and open culture
  • No dumb managers, no stupid tools to use, no rigid working hours
  • No waste of time in enterprise processes, real responsibilities and autonomy
  • Expand your knowledge of various business industries
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
Our Product
Our Product

Discover our products.


What We Offer

Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more


A full-time position
Attractive salary package.


12 days / year.

Cultural Activity

Cultural activities within our team members to foster team spirit, enhance employee engagement, and promote a positive work environment

Eat & Drink

Fruit, coffee and
snacks provided.