Jobs

Job Description: Mobile App Support Specialist

Position Overview:
Engage3 Powered by Dexi has an immediate opening for a Mobile App
Support
Specialist. As a Support Specialist you will connect to end-users who are experiencing issues with our Mobile applications. You will serve as the primary point of contact for troubleshooting and problem resolution related to the applications, ensuring a seamless user experience and efficient issue resolution. This role requires a deep understanding of the application's functionalities and configurations, as well as strong customer service skills.

Key Responsibilities:

1. User Support:

• Serve as the initial point of contact for users experiencing issues with the Mobile applications.

• Respond to user inquiries, emails, or tickets related to the application's functionality and usage.

• Gather detailed information about the nature of the issue and document it accurately.

1. Application Troubleshooting:

• Provide expert-level troubleshooting and technical guidance to users encountering problems with the applications.

• Analyze and diagnose issues related to the application's installation, configuration, usage, and integration with other systems.

1. Issue Resolution:

• Resolve technical issues related to the designated application at the first point of contact whenever possible.

• Guide users through step-by-step troubleshooting processes to identify and resolve common problems.

• Escalate complex or unresolved issues to higher-level support teams or the application vendor.

1. Documentation:

• Document detailed information about each support interaction in the help desk ticketing system.

• Maintain records of troubleshooting steps taken, solutions provided, and any workarounds implemented.

1. Application Knowledge:

• Develop a deep understanding of the specific application's features, functionalities, and integrations.

• Stay updated with the latest updates, patches, and changes to the application.

1. Customer Service:

• Provide excellent customer service by addressing user concerns empathetically and professionally.

• Maintain a positive attitude and a user-centric approach, especially when dealing with frustrated or non-technical users.

1. Communication:

• Maintain clear and effective communication with end-users, explaining technical concepts in a user-friendly manner.

• Provide
  timely updates on the status of ongoing incidents and resolution timelines.

1. Training and Documentation:

• Contribute to the development and maintenance of user guides, FAQs, and knowledge base articles specific to the application.

• Collaborate with the training team to develop user training materials and resources.

The Recipe for Success

• Demonstrate a methodical, proactive, and results-focused approach to customer communications.

• Manage multiple end-users
  communications and work at the correct level of detail.

• Build and maintain efficient working relationships with remote teams.

• Take ownership of and accountability for relevant products and services, ensuring end-users feel confident in the decision to choose Engage3 powered by Dexi.

• Take pride in the value that you and your team deliver to our customers.

• Follow and be up to date in new and emergent technologies

• Communicate clearly and confidently with a variety of audiences, from junior developers to senior management.

• Be open to a global, diverse, and multicultural workplace.

• Balance great user experience with commercial and business needs.

• Break down complex problems into steps that drive delivery at speed.

What you’ll need

• Excellent communication skills, including active listening

• Proficiency in using remote support tools, help desk software, and CRM software.

• Service-oriented and able to resolve customer grievances.

• Knowledge of, or ability to learn about, products, services or areas of customer service specialization.

• Excellent time management and organizational skills

• The ability to lead actions and provide technical guidance to team members

• The ability to quickly grasp new technologies and development processes

• Confidence and clarity of communication

• Proficient with Microsoft Office applications.

• Bachelor's Degree in IT or related field is preferred.

• Being flexibly able to work during US hours (rota basis)