IT Support Executive

Company Overview

5Sigma IT Pvt. Ltd. operates under the brand PagarGuru and is hiring for its IT Support department based at its Surat, Gujarat branch.

Working Conditions and Supervision

This is a full-time position with working hours from 10:00 AM to 7:00 PM. The candidate will report directly to the IT Support Manager or senior management.

Role Summary

The IT Support Executive role focuses on delivering customer-centric and technically sound assistance, resolving software-related concerns, and supporting clients effectively for the PagarGuru software range.

Key Duties and Responsibilities

• Respond promptly to customer inquiries via telephone, WhatsApp, email, and other sanctioned communication platforms.
• Offer technical assistance relating to Payroll, Attendance, Leave management, and HRMS software functionalities.
• Identify issues, diagnose software problems, and resolve client concerns within set turnaround times.
• Collaborate and escalate complex problems to the development and technical teams as necessary.
• Conduct educational sessions, product demos, and implementation assistance for clients when needed.
• Attend on-site client visits to provide direct technical support.
• Maintain detailed records of customer issues, follow-ups, and resolution actions to ensure accountability.
• Uphold professional communication standards and foster strong client relationships consistently.

Qualifications and Experience

• Possess at least a Bachelor's degree or Diploma in IT, Computer Science, Computer Applications, or a related technical discipline.
• Have zero to three years of experience in IT support, technical support, or software support roles.
• Demonstrate effective communication and client management skills.
• Exhibit solid troubleshooting and problem-solving capabilities.
• Familiarity with computer operating systems, Microsoft Office suite, and general software applications.
• Eagerness and ability to learn and operate SaaS-based and HRMS products.
• Willingness to travel occasionally for client site visits.

Performance Expectations

• Ensure timely and efficient resolution of client issues to meet service standards.
• Maintain diligent follow-up procedures and thorough documentation of support tickets.
• Sustain high-quality communication and service etiquette with clients.
• Effectively escalate concerns and coordinate internally when required.
• Adhere strictly to company policies, standard operating procedures, and reporting protocols.