Customer Support Executive

Job Title:

Location:

Department:

Reports To:

Employment Type:

About Innovapptive

Job Summary

Customer Support Executive

hands-on experience in troubleshooting mobile operating systems (Android & iOS)

Key Responsibilities

• Provide first-level technical support via email, phone, chat, or ticketing systems (e.g., Freshdesk)
• Troubleshoot and resolve customer-reported issues related to mobile apps (iOS/Android) and web applications
• Guide users through problem-solving steps for mobile-specific issues including app crashes, sync errors, OS compatibility, device-level configurations, and connectivity
• Log detailed and accurate customer interactions, troubleshooting steps, and resolutions
• Collaborate with QA, Engineering, and Product teams to escalate and resolve complex issues
• Monitor and maintain SLA timelines, ensuring a high level of customer satisfaction
• Create and maintain knowledge base articles, FAQs, and internal troubleshooting guides
• Participate in rotational shifts to support customers across global time zones (24x5 coverage)
  

Required Qualifications

• 1–3 years of experience in a customer support/helpdesk role with a strong focus on mobile application troubleshooting
• Hands-on experience with Android and iOS OS-level debugging (logs, settings, permissions, device behaviors)
• Excellent written and verbal communication skills in English
• Familiarity with tools like Freshdesk, Zendesk, or ServiceNow
• Ability to understand and translate technical issues for both technical and non-technical stakeholders
  

Preferred Qualifications

• Experience in supporting enterprise mobility solutions or SaaS applications
• Basic knowledge of REST APIs, HTTP, and SQL queries
• Exposure to SAP, ERP, or field service applications is a plus
• ITIL Foundation certification or similar is advantageous
  

Key Competencies

• Strong analytical and troubleshooting skills
• High attention to detail and a proactive mindset
• Customer-centric attitude with a sense of urgency and ownership
• Adaptability to a fast-paced, dynamic environment
  

Why Join Us

• Work on cutting-edge mobile enterprise solutions used by Fortune 500 companies
• Opportunity to grow across QA, Customer Success, and Product teams
• Competitive salary, shift allowance, and performance-based incentives
• Dynamic work culture focused on innovation, learning, and impact