Vacancy: 01
About the Role
Kolpolok Limited is looking for a proactive and customer-oriented Software Support Engineer to provide timely technical assistance to its clients. The successful candidate will be responsible for identifying, diagnosing, and resolving software-related issues, guiding customers in using our applications, and ensuring a smooth user experience. The role requires strong troubleshooting abilities, effective communication skills, and a customer-first mindset.
Key Responsibilities
- Identify, investigate, and resolve software-related issues reported by clients.
- Diagnose and troubleshoot technical problems, including account setup, application configuration, and system-related issues.
- Communicate with customers to understand their concerns and identify the root causes of technical problems.
- Provide step-by-step technical assistance through phone calls, emails, WhatsApp, and live chat.
- Monitor reported issues and ensure timely resolution within agreed service timelines.
- Escalate complex or unresolved technical issues to the relevant internal teams, including software developers.
- Maintain clear and professional communication with clients and provide accurate updates on reported issues.
- Record, track, and maintain proper documentation of all customer-reported issues and their resolutions.
- Manage multiple support requests simultaneously and prioritize them based on urgency and business impact.
- Follow up with customers to ensure issues have been resolved and applications are functioning properly.
- Prepare regular support reports and maintain technical documentation, user guides, and troubleshooting manuals.
- Build and maintain positive professional relationships with clients.
- Be willing to work in night shifts as required by the company’s shift schedule.
Educational Requirements
- Bachelor of Science (BSc) in Computer Science and Engineering (CSE).
Experience Requirements
- 1 year of experience in Software Support, IT Help Desk, Desktop Support, or a similar role.
- Fresh graduates with the required technical knowledge and a willingness to learn are also encouraged to apply.
Additional Requirements
- Open to both male and female candidates.
- Hands-on knowledge of Windows, Linux, and macOS environments.
- Good understanding of computer systems, mobile devices, and other technology products.
- Basic knowledge of software troubleshooting, system configuration, and technical problem-solving.
- Familiarity with remote desktop tools (e.g., AnyDesk) and help desk or ticket management systems.
- Ability to provide clear, step-by-step technical instructions through written and verbal communication.
- Excellent problem-solving, interpersonal, and communication skills.
- Proficiency in Bengali and English; working knowledge of Hindi is required.
- Strong customer service etiquette and the ability to communicate politely using professional expressions such as “Kindly,” “Please,” “May I,” “Sorry,” “Thank you,” and “You’re welcome.”
- Knowledge of VPN configuration and troubleshooting will be considered an advantage.
- Customer-oriented mindset with patience, professionalism, and a positive attitude.
Employment Information
| Particulars | Details |
|---|---|
| Employment Status | Full-time |
| Workplace | Hybrid (Work from Home & Office) |
| Working Hours | Shift-based |
| Shift Requirement | Must be willing to work night shifts |
| Job Location | Shyamoli, Dhaka |
| Salary | BDT 20-25K |
Compensation & Benefits
- Medical Allowance
- Profit Sharing
- Two Weekly Holidays
- Mobile Bill Allowance
- Fully Subsidized Lunch Facilities
- Annual Salary Review
- Two Festival Bonuses per Year
- Other benefits as per company policy
Application Process
Interested candidates are requested to send their updated CV to [email protected].
Email Subject: Profile for Software Support Engineer
