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Manpower Recruitment
Full Time
|Job Description
Roles and responsibilities of this job
Executive Search Unit at merojob is currently looking to hire a Software Support Specialist for one of its clients, a Technology-Driven Software Solutions Company.This is a full-time hybrid position based in Kathmandu, offering some work-from-home flexibility. The role involves providing technical support, resolving customer issues, and troubleshooting technical problems to ensure a high level of customer satisfaction. The Software Support Specialist will manage both customer and technical inquiries, assist with SharePoint-related issues, and perform analytical tasks to improve overall support efficiency.
Key Responsibilities:
Act as the first point of contact for clients, handling technical support requests via email, chat, and virtual meetings
Conduct product demonstrations, onboarding sessions, and client training
Manage, prioritize, and resolve support tickets efficiently using the company’s ticketing system
Troubleshoot and diagnose software or configuration-related issues reported by clients
Escalate complex technical problems to development or QA teams with proper documentation
Communicate clearly and professionally with clients, providing regular updates and timely resolutions
Coordinate with internal teams to share client feedback, enhancement requests, and reported issues
Monitor client systems, track recurring issues, and recommend potential improvements
Prepare and share support activity reports and client issue summaries with management
Create and update knowledge base articles, FAQs, and user guides
Maintain accurate documentation of all client interactions and technical resolutions
Build and maintain strong client relationships through consistent and professional communication
Stay updated with product enhancements, company tools, and new technologies
Participate in internal meetings, training sessions, and team discussions to continuously improve support quality
Ensure high levels of client satisfaction by delivering prompt, reliable, and empathetic service
Required Qualifications & Skills:
Bachelor’s degree in Information Technology (IT) or a related field
1–2 years of experience in a similar technical support or customer-facing IT role (preferred)
Excellent command of spoken and written English
Working Hours:
9:30 AM – 5:30 PM | Monday–Friday | Alternate Sunday
Other Benefits:
Free meals
Job Specification
Required qualifications for this job
Skills Required
Required skills for this job
Salary
Offered financial and non-financial compensation for this job
Applying Procedure
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Apply Before: 2 weeks from now
About the organization
Executive Search Unit of Merojob specializes in recruiting best fit candidate for the client organization in various industries. We are also involved throughout more of the hiring process, conducting detailed interviews and presenting candidates to the client organizations selectively. Our process, involves analyzing the need of roles, screening and approaching right candidate, conduct preliminary interviews, facilitating the overall process from interview to selection.
Please be assured that your information are strictly kept confidential with merojob (Executive Search) and any details of your application shall only be shared to client only after proper consent.
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