L1 Support professional

Work Experience: 4-5 Years
Industry: IT Services Job Type: FULL TIME Location: Noida, India

We are currently seeking Managed Services L1 App Support Engineer/Senior Engineer for IoT projects in the Smart Products IoT Strategic Innovation Centre in India team. This role is responsible for supporting Mobile Application support for IoT projects.

• Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
• Try to either provide resolution or guide it to the appropriate team ASAP.
• Mobile Application Support.
• Identify, categorize, prioritize, route, track, and close the issues identified/received from:

• Timely respond to customer reviews on both App Play stores.
• Make sure the customer query/issue is resolved to the highest satisfaction level.
• Get on a bridge/conference call with L1 customer in case of critical issues.
• Support Marketing team in all new initiatives to enhance customer delight.
• Suggest and implement new tools for automating some of these tasks to enhance productivity.
• To identify, troubleshoot and solve incidents within SLA timelines.
• Log Analysis of the issues reported.
• Update tickets recent status and progress on ticketing tool.
• Raise a bug for issue in application functionality where a code fix might be needed.
• Triaging of:

• Bachelor s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application(mobile web) support.
• 2+ years of experience in the Mobile App Support.
• Good hands-on experience in Customer Centric support.
• Ability to differentiate between application platform issues and proven track record of taking them to closure.

• Highly customer-focused and always eager to find a way to enhance customer experience.
• Excellent troubleshooting analytical skills.
• Excellent verbal written communication skills.
• Willingness to work in a 24X7 shifts environment.
• Self-driven committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Able to pinpoint business needs and deliver innovative solutions.
• Can-do positive attitude, always looking to accelerate development.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.