Role & responsibilities

*Frontline Phone Support*
- Serve as the first point of contact for US-based field users and their coordinators calling in with app issues
- Own each call end-to-end from greeting through resolution or a clean handoff setting clear expectations on next steps and timelines
- Keep callers calm, informed, and engaged throughout troubleshooting, even when the underlying issue takes time to resolve
- Follow up with callers once a fix has been applied to confirm the issue is actually resolved, not just closed

*Technical Troubleshooting*
- Troubleshoot connectivity issues between the app and field hardware, including WiFi drop-outs, gateway/router misconfiguration, and static IP setup
- Diagnose why the app isn't syncing or receiving expected data, tracing the issue across the app, network, and hardware layers
- Investigate operational workflow issues within the app data entry errors, permission problems, incorrect configurations — and guide users to resolution
- Use internal tools, dashboards,



and logs to trace root causes rather than guessing or defaulting to “reinstall and see”
- Reproduce reported issues on both the mobile and web app to confirm scope and impact before escalating

*Escalation & Cross-Team Collaboration*
- Escalate confirmed bugs or hardware-level issues to engineering with a transparent reproduction path, relevant logs, and an impact summary
- Partner with engineering and product teams to validate fixes before closing out escalated tickets
- Flag patterns across multiple calls that may point to a broader systemic issue rather than a one-off

*Documentation & Process*
- Document every issue clearly and consistently in the ticketing system so problems can be tracked, searched, and reported on
- Maintain and contribute to an internal knowledge base of known issues, workarounds, and troubleshooting steps
- Suggest improvements to macros, FAQs, or troubleshooting guides based on recurring themes you notice

Preferred candidate profile

B

📌 Technical Support Specialist _ Product Support US Shift (Hyderabad)
🏢 Kodecorp
📍 Hyderabad