Technical Support Engineer
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Technical Support Engineer - Noida, India
Teamware Solutions is seeking a motivated Technical Support Engineer to join our team in Noida, India. This is a permanent position requiring 2-4 years of experience.
About the Role
As a Technical Support Engineer, you will be instrumental in managing customer interactions on App Store platforms, ensuring high-quality, empathetic, and accurate responses. You will own the complete review resolution workflow, from triage and root cause analysis to drafting responses and coordinating with stakeholders. Maintaining brand consistency in tone and quality will be paramount.
Key Responsibilities:
- Deliver exceptional customer support on App Store platforms.
- Manage end-to-end review resolution processes.
- Act as a key brand representative, adhering to all guidelines.
- Meet and exceed targets for response times, quality, and SLAs.
- Maintain comprehensive and accurate documentation.
- Collaborate with Product, Engineering, and other teams to resolve complex issues.
- Translate customer feedback into actionable product insights.
- Analyze review trends, identify emerging issues, and report on their impact.
- Leverage Gen AI tools to enhance efficiency in response drafting, summarization, and theme tagging.
- Develop prompt libraries, macros, and templates to scale operational excellence.
Skills and Qualifications:
- 2-4 years of experience in community engagement, technical support, or customer support.
- Advanced troubleshooting skills.
- Excellent verbal and written English communication.
- Beginner proficiency in data analytics, spreadsheets, and presentation software.
- Strong collaboration skills across multiple teams.
- Demonstrated knowledge of social media, community, or app store engagement.
- Experience with creative apps and services is a plus.
- Bachelor's degree or certificate in a creative or technical field preferred.
Additional Information:
- Location: Noida, India
- Notice Period: 1 month
- Job Type: Permanent
Company
Teamware Solutions
Teamware Solutions, founded in 2003, is driven by a core mission: prioritizing employee happiness above all else. We understand that highly skilled professionals seek challenging, cutting-edge proj...