- Provide first-level technical support for the EMI Locker Mobile Application.
- Resolve application-related issues via phone, WhatsApp, email, and remote support.
- Troubleshoot installation, activation, login, and synchronization issues.
- Escalate unresolved technical issues to the development team and ensure timely closure.
2. Customer & Partner Support
- Assist distributors, retailers, finance partners, and field sales teams with application usage.
- Provide product demonstrations and user training.
- Support customers in device registration, activation, and account management.
- Ensure a high level of customer satisfaction through prompt issue resolution.
3. Device Lock & Unlock Operations
- Coordinate mobile device lock and unlock requests as per company policies.
- Verify customer details before processing unlock requests.
- Maintain records of lock/unlock transactions.
- Ensure compliance with finance company guidelines.
4. Application Monitoring
- Monitor application performance and uptime.
- Identify recurring issues and coordinate with the technical team for permanent solutions.
- Report bugs and enhancement requests to the development team.
5. Coordination
- Coordinate with Sales, Operations, Finance, and Technical teams.
- Track pending support tickets and ensure timely resolution.
- Maintain communication with customers regarding issue status.
6. Documentation & Reporting
- Maintain daily support logs and issue reports.
- Prepare weekly and monthly MIS reports.
- Document frequently asked questions (FAQs) and troubleshooting guides.
7. Training
- Conduct onboarding sessions for new distributors and retailers.
- Train internal sales teams on recent application features.
- Assist in creating user manuals and training materials.
8. Quality & Compliance
- Ensure adherence to company SOPs.
- Maintain data confidentiality and customer privacy.
- Follow security protocols while handling customer information.
Preferred candidate profile
- Strong customer service orientation.
- Ability to work under pressure and meet deadlines.
- Self-motivated with excellent coordination skills.
- Willingness to travel for partner onboarding and training, if required.
- Team player with a proactive approach to problem-solving