Support Engineer

As a Support Engineer for US customers working the India Night Shift from 8 pm to 5 am, you will be an integral part of the team at Action Tour Guide, a leading provider of self-guided audio tours. Operating from our office in Marol, Andheri East, Mumbai, you will engage with customers to provide real-time assistance and support for technical and non-technical queries related to our innovative app that offers personalized narratives for travelers exploring historical sites, national parks, and city attractions. Your role will involve assisting customers through various communication channels such as chat, email, and phone to address app-related issues and guide them through troubleshooting processes with clarity. You will collaborate with the Content Team on refining tour content based on user feedback and work closely with the Live App team to identify and resolve software bugs effectively. To excel in this position, you must possess excellent English communication skills, have a minimum of 3 years of experience in customer support, and ideally have a background supporting travel apps or working in the travel industry. Your responsibilities will include updating the knowledge base for enhanced self-service, maintaining expert product knowledge for tailored solutions, and ensuring the secure management of sensitive data across platforms. In return for your contributions, we offer a competitive salary with high-performance incentives, immediate joining, and a cab drop facility. The ideal candidate for this position will demonstrate proficiency in CRM ticketing tools, have knowledge of mobile operating systems like iOS and Android, be flexible for night shifts, and possess a strong passion for travel along with an understanding of global travel app challenges. Preference will be given to candidates with IT-related technical diplomas or degrees and experience in travel apps or the industry.,