L1 Support

R Systems

2 years

0 Lacs

noida uttar pradesh india

Posted:4 days ago| Platform:

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Skills Required

support electrical engineering software mobile query marketing analysis code service tracking management

Work Mode

On-site

Job Type

Full Time

Job Description

Your Role and Impact

Mandatory

Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
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

Your Contribution

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 appropriate team ASAP.
Mobile Application Support
Identify, categorize, prioritize, route, track, and close the issues identified/received from

▪ Play Store
▪ App Store▪ Inbuilt review feature in Mobile App

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

▪ Mobile App issues on both Play Store & App Store
▪ Web App issues▪ Platform(AWS) issues, in case required

Service Mgmt. Reporting
Status Tracking & Reporting
Continuous Service Improvement
Process Management & Improvement

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