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 recent 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 protected] or can call at (phone hidden)
Regards,
Bhawana
📌 Support Engineer (Noida)
🏢 R Systems International
📍 Noida