Senior Technical Support

1 week ago

Dhaka, Dhaka, Bangladesh Bdjobs Full time

RensSoft Solutions Limited
is looking for
Senior Technical Support

Key Points

We are looking for a
Senior Technical Support
with strong expertise in
desktop and web-based software
support. The ideal candidate will act as a key point of contact for customers and internal teams, providing troubleshooting and issue resolution.

Job Description / Responsibility

  • Provide
    Level 2 and Level 3 support
    for desktop and web-based software applications.
  • Diagnose and resolve
    technical, configuration, and performance
    issues reported by end-users.
  • Collaborate with
    development and QA teams
    to identify, document, and resolve software bugs.
  • Manage
    ticket queues
    , ensuring timely and accurate resolution of customer issues.
  • Perform
    root cause analysis
    and create
    knowledge base articles
    , FAQs, and troubleshooting guides.
  • Assist in
    software deployment, updates, and integration
    with customer systems.
  • Support
    product testing and UAT (User Acceptance Testing)
    before releases.
  • Train and mentor
    junior support engineers
    to strengthen the technical support team.
  • Communicate effectively with clients through
    email, chat, and remote sessions
    to ensure high satisfaction.
  • Monitor system logs, perform regular
    health checks
    , and proactively identify potential issues.
  • Maintain Operational Panel for Issue
  • Maintain Client Uses week by week also monthly
    (Growth, Degrowth, Immature, Nonrealtime)

Educational Requirements

  • Bachelor of Science (BSc) in Computer Science & Engineering
  • Bachelor of Computer Application (BCA)
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong understanding of Windows and web technologies (IIS, browsers, APIs, etc.).
  • Hands-on experience with MAC OS.
  • Familiarity with HTML, JavaScript, .NET, or similar frameworks is a plus.
  • Skills Required: Software Implementation, Customer Support, Customer Support through Phone, IT Support Service, Technical Support Engineer, Software Development, IT Support, Technical Support IT

Experience Requirements

  • At least 5 year(s)
  • The applicants should have experience in the following business area(s):
  • Software Company,IT Enabled Service,Group of Companies,Developer,Healthcare Startup,Business-to-Business (B2B) Software and Services Startup

Additional Requirements

  • 5+ years of experience in technical support or software troubleshooting (desktop and web applications).
  • Strong understanding of Windows and web technologies (IIS, browsers, APIs, etc.).
  • Excellent problem-solving and analytical skills.
  • Strong communication and customer-handling abilities.
  • Experience using ticketing systems (e.g., Jira, Zendesk, Freshdesk) and remote support tools.
  • Ability to work under pressure, manage multiple tasks, and prioritize effectively.

Job Location

Dhaka (Dhanmondi)

Salary

  • Tk Monthly)

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