BriefCase
BriefCase

Mobile App Support Job in Sourcefuse

Mobile App Support

Sourcefuse 4+ weeks ago
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Job Summary

Requirements

We are currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the
Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting
Mobile Application support for IoT projects.

Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
Try to either provide resolution or guide it to appropriate team ASAP.
Mobile Application Support
Identify, categorize, prioritize, route, track, and close the issues identified/received from:
Play Store,
App Store
Inbuilt review feature in Mobile App
Timely respond to customer reviews on both App & Play stores
Make sure the customer query/issue is resolved to the highest satisfaction level
Get on a bridge/conference call with L1 & customer in case of critical issues
Support Marketing team in all new initiatives to enhance customer delight
Suggest and implement new tools for automating some of these tasks to enhance productivity
To identify, troubleshoot and solve incidents within SLA timelines
Log Analysis of the issues reported
Update tickets recent status and progress on ticketing tool
Raise a bug for issue in application functionality where a code fix might be needed
Triaging of
Mobile App issues on both Play Store & App Store
Web App issues
Platform(AWS) issues, in case required
Service Mgmt. Reporting
Status Tracking & Reporting
Continuous Service Improvement
Process Management & Improvement
Experience Required :

2 to 6 Years

Vacancy :

2 - 4 Hires

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