About the Company:
Incorporated in the year 1999, we have been providing quality Software Solutions and IT realted Technical services.
Vertex Infosoft Solutions Pvt. Ltd. is registered with Software Technology Parks of India (STPI) as 100% Export oriented unit based at India. We provide Software products, Customized Software Development and Information Technology related services to shipping companies. We have a strong and highly skilled team of more than 130 personnel consisting of Software Developers, Quality Analysts, Marine Engineers, Hardware Professionals and Technical Support Engineers who possess many years worth of skills.
Our Planned Maintenance Software titled “SMMS – Ship Maintenance & Management System” has been implemented on more than 1500 vessels worldwide. With 25 years of experience, we are one of the fastest-growing companies in the Marine IT field. We are one of the very few companies in India whose Software Products are internationally recognized and are being used by major shipping companies worldwide for the last many years. Currently, more than 230 employees are working in the company.
Job Description:
We are looking for a proactive Product Support & Training Engineer with excellent verbal and written communication skills to provide product support and training for our software solutions. The ideal candidate will assist customers in resolving product-related issues, conduct training sessions, create documentation, and collaborate with internal teams to ensure a positive customer experience.
Job Requirements:
1. Product Support:
- Provide technical support to customers via email, phone, chat, and ticketing systems.
- Diagnose, troubleshoot, and resolve software application issues.
- Escalate complex technical issues to IT and Cloud Support team, when required.
- Track, prioritize, and manage support tickets according to SLAs.
- Reproduce customer-reported issues and document findings.
- Monitor customer incidents and ensure timely resolution and follow-up.
2. Product Training:
- Conduct software training sessions for clients, partners, and internal teams.
- Develop and maintain training materials, user guides, FAQs, and knowledge-based articles.
- Assess customer training needs and tailor sessions accordingly.
- Gather feedback from training participants and recommend improvements.
3. Customer Success & Collaboration:
- Work closely with backend teams to assist in reproducing the bug related cases
- Assist in front-end level testing and validation of product fixes.
4. Teamwork:
- Strong team collaboration skills with the ability to work effectively with colleagues and across teams.
- Regularly update and report issue status, customer feedback, and ticket progress to senior team members.
Skills Required:
- Strong troubleshooting and problem-solving skills.
- Basic understanding of software applications, web technologies, and system architecture.
- Knowledge of front-end and back-end application workflows.
- Basic SQL skills for data validation, issue investigation, and information extraction.
- Familiarity with APIs, integrations, and data flow concepts.
- Ability to analyse logs, error messages, and application behaviour to identify root causes.
- Experience with ticketing and incident management tools.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
Qualifications:
- Graduation or Post graduation in Computer Science/IT background.
- Excellent communication skills, both verbal and written.
- 0-1 year of Experience required.
To know more about the company:
Website: http://www.vertexinfosoft.com
Job Type: Full-time
Pay: ₹23,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
Education:
Work Location: In person
