Support Executive

Support Executive — Job Description

Position: Support Executive

Company: Gamut Infosystems Ltd.

Location: Kolkata

Employment Type: Full-Time, Permanent

Mode of Work: In-Office

About Gamut Infosystems

Gamut Infosystems is a leading provider of ERP solutions, dedicated to helping businesses streamline operations and achieve optimal efficiency. Our flagship web-based ERP product, Farvision, offers comprehensive tools tailored for managing complex business processes, with a strong focus on the Real Estate, Construction, and Infrastructure sectors.

Job Summary

As a Support Executive, you will serve as the primary point of contact for our clients. You will be responsible for handling customer queries, providing essential technical assistance, and performing basic troubleshooting for our ERP product, Farvision, ensuring seamless operations and high customer satisfaction.

Key Responsibilities

• Customer Interaction & Communication:
  

  • Manage and respond to client inquiries received via the Gamut CRM Portal, WhatsApp, email, and direct phone calls in a prompt and professional manner.
    

• Issue Identification & Technical Support:
  

  • Diagnose and identify the root cause of reported client issues.
    

  • Provide basic troubleshooting and step-by-step guidance to resolve client queries.
    

  • Resolve common functional issues (e.g., booking entry errors, receipt/payment transaction issues, payslip generation errors).
    

• Product Knowledge & Escalation:
  

  • Answer product FAQs and provide general guidance on Farvision features and usage.
    

  • Maintain an in-depth understanding of the Farvision ERP system.
    

  • Escalate complex or unresolved technical issues to higher-tier support teams (e.g., L2 Support) while tracking resolution progress.
    

• Documentation & CRM Management:
  

  • Log all customer interactions and create tracking tickets in the CRM portal.
    

  • Maintain accurate and detailed support documentation.
    

Qualifications & Experience

• Education: Graduate degree in any discipline (preferably B.E./B.Tech/B.Sc in Computer Engineering or Computer Science; B.B.A., B.Com, or B.M.S. graduates are also welcome).
  

• Experience: 1 to 6 years of experience in Customer Service, Technical Support, or Application Support.
  

• Domain Knowledge: Basic understanding of ERP systems and software support concepts.
  

Skills & Competencies

• Technical Skills: Basic technical troubleshooting skills. Writing SQL queries is mandatory.
  

• Languages: Proficiency in English and Hindi is mandatory. Knowledge of additional regional languages is a plus.
  

• Soft Skills: Problem-solving ability, patience, flexibility, and strong customer service orientation.
  

• Teamwork: Strong inter-team coordination skills to work closely with higher-level technical teams.