L1 Support Engineer

Role & responsibilities

Respond to the customer on App/Play Stores or on the email/Salesforce cases received via In-App feedback feature.

• Try to either provide resolution or guide it to appropriate team ASAP.

• Mobile Application Support o Identify, categorize, prioritize, route, track, and close the issues identified/received from

Play Store

App Store

Inbuilt review feature in Mobile App

o Timely respond to customer reviews on both App & Play stores

o Make sure the customer query/issue is resolved to the highest satisfaction level

o Get on a bridge/conference call with L1 & customer in case of critical issues

o Support Marketing team in all new initiatives to enhance customer delight

o Suggest and implement new tools for automating some of these tasks to enhance productivity

• To identify, troubleshoot and solve incidents within SLA timelines

o Log Analysis of the issues reported

o Update tickets recent status and progress on ticketing tool

o Raise a bug for issue in application functionality where a code fix might be needed

o Triaging of

Mobile App issues on both Play Store & App Store

Web App issues

Platform(AWS) issues, in case required

• Service Mgmt. Reporting

o Status Tracking & Reporting

• Continuous Service Improvement

o Process Management & Improvement

Preferred candidate profile :

Experience required between 2 to 5 Years only in same domain with excellent communication skills

Work Mode - Work From Office

Work Location - Noida

Working Days - 5 Days

Shift Timings - Night Shifts

Looking for Immediate joiner Only

Kindly share your resume on [email removed] or can call at [phone removed]

Regards,

Bhawana