Mobile Application support Specialist
Location
Delhi | India
Job description
Job Summary:
As a Mobile Application Support Specialist , you will play a crucial role in ensuring the seamless functionality of our mobile applications. You will be the main point of contact for addressing and resolving any technical issues encountered by our mobile app users. Your responsibilities will include providing timely support, diagnosing and troubleshooting problems, documenting cases for reference, staying updated on app versions, collaborating with various teams, and gathering user feedback for continuous improvement.
Responsibilities:
Provide Timely Support: Respond promptly to issues reported by mobile app users via email, phone, chat, and help desk ticketing systems, ensuring a high level of customer satisfaction.
Diagnose and Troubleshoot: Utilize your technical expertise to identify and resolve problems with mobile apps, including debugging code, troubleshooting configuration issues, and ensuring smooth functionality.
Escalate Complex Issues: Collaborate with engineering/development teams to escalate and resolve complex technical issues that require further investigation or coding expertise.
Document Support Cases: Maintain detailed documentation of support cases for future reference, logging all bugs and enhancement requests in tracking systems for systematic resolution.
Stay Up-to-Date: Keep abreast of new versions and releases of our mobile apps, testing new features and fixes to ensure their effectiveness and user-friendliness.
Create Support Documentation: Develop support documentation and FAQ articles for the knowledge base, facilitating efficient troubleshooting and user guidance.
Collaborate with QA Testers: Work closely with Quality Assurance testers to replicate and validate reported mobile app issues, ensuring accurate diagnosis and resolution.
Gather User Feedback: Proactively gather feedback from mobile app users regarding desired features and enhancements, advocating for their needs within the development process.
Provide Training and Support: Offer ongoing training and support to customer service representatives assisting mobile app users, ensuring a consistent level of support across all channels.
Requirements:
Experience: Possess at least 1+ years of experience providing technical support for mobile applications, demonstrating a strong understanding of mobile platforms and development frameworks.
Platform Knowledge: Have an in-depth knowledge of iOS and Android platforms, including their respective development environments and best practices.
Development Frameworks: Familiarity with common mobile development frameworks like React Native, enabling effective troubleshooting and support.
Debugging Skills: Showcase strong debugging and analytical skills, allowing for efficient problem diagnosis and resolution.
Communication Skills: Exhibit excellent communication and documentation skills, both verbal and written, to effectively communicate with users and document support cases.
Customer-Oriented Focus: Demonstrate a patient and customer-oriented focus, prioritizing user satisfaction and delivering timely solutions to their issues.
Education: Hold a Bachelor's degree in Computer Science, Engineering, or a related field, although equivalent work experience may be considered.
Join our team and be a part of delivering exceptional mobile app experiences to our users while driving continuous improvement and innovation in our products.
Âan equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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