Key Responsibilities
Application Support
- Provide end-to-end support for web-based business applications, ensuring high availability, issue resolution, and customer satisfaction.
Technical Troubleshooting
- Diagnose and resolve issues related to HTTP, HTML, JSON, REST APIs, and other web technologies in a timely manner.
Client Interaction
- Act as a point of contact for clients and users, providing prompt and effective support through various communication channels.
Incident Management
- Log, track, and manage incidents using support tools; escalate unresolved issues to development or engineering teams as needed.
Documentation
- Maintain detailed documentation of issues, resolutions, FAQs, and product knowledge base for internal and client use.
Cross-functional Coordination
- Work closely with development, QA, and product teams to relay client feedback and help improve product functionality.
Continuous Improvement
- Identify patterns in customer issues to suggest product enhancements or process improvements.
