Total 2 mobile application developer job vacancies in Customer Service category in Pune

Role Summary

Experience in providing technical support on critical software platforms with strong problem-solving and communication skills and the willingness and flexibility to work well as part of a quality-oriented team. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24×7 model.

Key Responsibilities

Operational Leadership

· Oversee day-to-day operations across shifts and channels

· Monitor queue health, aging, SLA adherence, backlog, and escalations

· Allocate workload based on priority, complexity, and impact

· Primary operational escalation point for critical/high-value issues

· Real-time decision-making during incidents and major issues

· Ensure adherence to SOPs, ticket standards, macros, and quality expectations

· Manage shift planning, coverage risks, leave balancing, and 24×7 continuity

· Expertise in Zendesk; escalation governance; ticket quality management

Team Management

· Lead, mentor, and coach junior/senior analysts

· Conduct performance and quality reviews; feedback sessions

· Identify skill gaps; drive training, nesting, and knowledge development

· Uphold productivity, quality, documentation, and CX standards

· Support hiring, onboarding, and capability building

· Foster culture of accountability, responsiveness, and ownership

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 5–7 years in platform/SaaS/technical/app support

Role Summary

Dedicated platform support role providing first-line assistance via email, live chat, and in-platform requests. Focus on accurate ticket logging, basic troubleshooting, clear communication, use of help-center content, and timely escalation of issues beyond first-line ownership. Ideal for 1–2 year experience with strong communication and customer-first mindset in a 24×7 SaaS support environment.

Key Responsibilities

· Serve as first point of contact on email, live chat, and in-platform requests

· Acknowledge and triage issues in line with response SLAs

· Perform first-level troubleshooting

· Perform triaging of the requests and route them to relevant vendor team for further servicing.

· Experienced in Problem and Incident Management

· Use help-center articles, internal macros, and SOPs to deliver consistent support

· Accurately log/categorize/update tickets in Zendesk or equivalent.

· Capture full case details (impact, screenshots, error messages, attempted steps)

· Route/escalate correctly for bugs, labs, content, sales, billing/refund, enterprise requests

· Maintain ticket hygiene (duplicates, status updates, follow-ups, closure confirmation)

· Keep users informed throughout the ticket lifecycle

· Learn platform features/workflows and internal procedures continuously

· Support 24×7 shifts as required

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 2–3 year of experience.

· Strong written and verbal English communication

· Good understanding of web apps, SaaS support, and customer service

· Familiarity with ticketing/chat/CRM tools.