Ferax Technologies Pvt Ltd is seeking a Software Support Engineer to join our team in Changanacherry , Kottayam. If you have a passion for solving technical issues, providing outstanding customer service, and helping clients succeed with software, this role is for you! You will play a vital role in delivering software demos, training users, offering technical support, and ensuring the smooth usage of our ERP products.

Skills

• MS Office
• Analytical skills
• Problem-Solving Skills
• Communication
• Interpersonal Skills
• Multitasking

Requirements

• Job Role Software Support Engineer
• Job Type Full Time
• Workplace Type Onsite
• Industry Software Development

Secondary locations

About

Not provided

Responsibilities

1. Software Demo & Training

• Deliver online and in-person demonstrations of ERP software.
• Conduct user training sessions to ensure proper software utilization.

2. Customer Support & Troubleshooting

• Handle software-related inquiries via phone, email, or remote sessions.
• Diagnose and resolve technical issues.
• Identify and report software bugs to the development team.

3. Documentation & Reporting

• Maintain detailed records of customer interactions and solutions.
• Update support documentation, FAQs, and training materials.

4. Software Updates & Issue Escalation

• Assist clients with software updates, patches, and integrations.
• Escalate unresolved issues to relevant teams and ensure follow-up.

5. Feedback & Continuous Improvement

• Gather user feedback to help enhance the product and support processes.
• Continuously improve knowledge of software features and support protocols.

6. Outreach & Customer Interaction

• Communicate with customers about new products or services.
• Address software-related queries in a clear and professional manner.

7. Excel Work & Data Management

• Input and manage customer data in spreadsheets and software databases.
• Support with database imports when needed.

Other Requirements

• Experience: Minimum 1 year in software technical support.
• Education: B.Tech, B.Sc Computer Science, BCA, or MCA preferred.
• Skills:
• Proficiency in Microsoft Office.
• Strong analytical and problem-solving abilities.
• Effective communication in English and Malayalam (Hindi & Tamil is a plus).
• Customer-focused attitude and strong interpersonal skills.
• Ability to multitask, prioritize, and manage under pressure.
• Willingness to travel across Kerala for on-site support (Male candidates preferred).
• Immediate joiners preferred.

Good to have

Not provided

About the Company

FERAX Technologies Pvt. Ltd. is a leading software solutions provider specializing in cloud-based, customized business automation ERP systems for diverse industries. Our flagship offering, FERObill, is a ready-made, feature-rich ERP solution designed to streamline operations, enhance productivity, and drive growth. With over 500 global customers, a stellar 4.9-star rating, and more than 13 years of hands-on expertise, we’re committed to delivering exceptional value and transforming the way businesses run.