Application Support Executive - ShareDocs Enterpriser

About the Role

Hridayam Soft is seeking a motivated Application Support Executive for the ShareDocs Enterpriser (ECM/DMS) support team in Mumbai. This position is focused on delivering functional and application-level assistance to enterprise clients, analyzing and resolving issues, working with internal technical groups, and making sure customer requests are handled within committed timelines.

The role suits someone who communicates well, thinks analytically, and can quickly understand business workflows and enterprise software environments.

Key Responsibilities

• Offer first-line and second-line support for enterprise users via email, phone, and remote troubleshooting sessions.
• Review customer-reported problems, recreate the scenario where needed, and carry out initial diagnosis.
• Use logs, database queries, and other diagnostic resources to investigate application issues.
• Liaise with Product, Development, QA, and Infrastructure teams to drive resolution.
• Monitor and update incidents, service requests, and change requests in the ticketing platform.
• Keep customers informed with clear and timely progress updates on open issues.
• Compile daily, weekly, and monthly MIS reports covering support operations, SLA performance, and incident patterns.
• Check and validate fixes before they are delivered to customers.
• Support customers during deployments, upgrades, configuration updates, and user acceptance testing.
• Draft and maintain knowledge articles, SOPs, and troubleshooting guides.
• Spot repeat issue patterns and suggest product or process improvements.
• Follow defined SLAs and internal support procedures consistently.

Skills and Requirements

• Strong spoken and written communication skills.
• Excellent analytical thinking and problem-solving ability.
• Confident in customer interaction and stakeholder coordination.
• Hands-on capability to diagnose and resolve software application issues.
• Working knowledge of SQL and basic database principles.
• Familiarity with Windows and web-based applications.
• Comfort with Microsoft Excel and preparing MIS reports.
• Ability to manage multiple tasks and prioritize support tickets effectively.
• Good documentation habits and attention to detail.
• Exposure to SaaS or enterprise application support is preferred.
• Knowledge of DMS, ECM, or workflow systems will be an advantage.
• Awareness of APIs, application logs, IIS/Apache, or cloud environments is beneficial.
• Basic understanding of software testing and the defect lifecycle is useful.
• Experience with ticketing tools such as Jira, Freshdesk, Zoho Desk, or similar platforms is preferred.

Education and Eligibility

Applicants should hold a bachelor’s degree in Computer Science, Information Technology, Engineering, or another related discipline. Candidates with equivalent technical qualifications and relevant experience may also be considered. This opportunity is open to any graduate, and the preferred experience range is 1 to 4 years.

What We're Looking For

• A customer-first approach in day-to-day work.
• Strong sense of ownership and accountability.
• Quick learner with the ability to adapt to new technologies.
• Positive attitude and willingness to work collaboratively.
• Good time management and organizational skills.
• Ability to stay composed and productive under pressure while maintaining quality and professionalism.

Compensation

The offered pay is INR 3,00,000 to INR 4,50,000 per year.