Mobile Application Support (225-926)

We are seeking a dedicated and detail-oriented Mobile Application Support specialist to join our dynamic team. As a Mobile Application Support professional, you will be responsible for providing excellent technical support and troubleshooting services for our mobile applications. This role requires a deep understanding of mobile platforms, a passion for technology, and the ability to deliver high-quality support to end-users. You will be the first point of contact for users experiencing difficulties and will work closely with development teams to ensure that our applications run smoothly and efficiently. If you enjoy helping others, solving complex problems, and you are excited about mobile technology, we would love to hear from you.

Responsibilities

• Provide first-level support and troubleshooting for mobile application issues.
• Respond promptly to inquiries and troubleshoot technical problems reported by users.
• Document issues and resolutions in the helpdesk ticketing system for future reference.
• Collaborate with cross-functional teams to escalate and resolve complex application bugs.
• Monitor performance issues and communicate findings to development teams effectively.
• Conduct regular follow-ups with users to ensure issues have been resolved satisfactorily.
• Maintain an updated knowledge base, including FAQs and user guides, for end users.
• Analyze user feedback and recommend improvements to application functionalities.
• Assist in user acceptance testing for new application features and updates.
• Provide training and support to users on application functionalities and updates.
• Participate in team meetings to discuss support metrics and continuous improvement strategies.
• Ensure all security and privacy protocols are followed while assisting users.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a mobile applications support or related technical support role.
• Strong knowledge of iOS and Android operating systems and devices.
• Excellent problem-solving and analytical skills to address technical issues.
• Strong communication skills, both verbal and written, to interact with users effectively.
• Ability to work independently and manage multiple tasks with attention to detail.
• Familiarity with ticketing systems and documenting support requests and resolutions.