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
Autonomy
Administrative Work
Technical Expertise

Responsibilities

  • 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.

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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

Perks

A full-time position
Attractive salary package.

Trainings

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.