Hi Connections
Teamware is hiring for Technical Support Engineering role
Location: Noida
NP:1month
Experience:2+years
JD
What you will do:App Store platforms is mandatory
Customer Engagement
- Deliver high-quality, empathetic, and accurate responses to customers on App Store platforms.
- Own endtoend review resolution workflows: triage, root cause synthesis, response drafting, and follow-through with stakeholders.
- Serve as a visible, credible voice of the brandmaintaining consistency with tone, guidelines, and quality standards.
Quality, SLAs & Governance
- Meet and exceed targets for response time, review coverage, quality score, adherence to brand guidelines, and escalation SLAs.
- Maintain audit-ready documentation and uphold high standards of integrity, privacy, and compliance.
Cross-Functional Collaboration
- Partner closely with Product, Engineering, Community, and Customer Support teams to resolve complex issues and improve product experiences.
- Translate user feedback signals into clear, prioritized problem statements, product insights, to be shared with stakeholders.
Insights & Analytics
- Analyze review trends (volume, sentiment, themes, severity), using native and external dashboards, and synthesize insights into actionable recommendations for Product & Engineering.
- Monitor emerging issues, quantify impact, and communicate succinct narratives (what, so what, now what).
- Track and report on before/after impact of product changes on ratings, sentiment, and top issues.
Gen AI & Operational Excellence
- Adopt and operationalize Gen AI tools (e.g., Copilot) to optimize workflow, drafting responses, summarizing threads, tagging themes, and generating digests.
- Build prompt libraries, macros, templates, and lightweight automations to scale efficiency without sacrificing quality.
- Experimentation
Skills
Experience:
- 2-4 years experience in community engagement, technical support, or customer support
- Advanced level troubleshooting skills
- Excellent verbal and written communication skills in English
- Beginner level expertise with data analytics, spreadsheets, and presentation software
- Ability to collaborate with multiple teams and stakeholders when resolving user queries
- Demonstrated knowledge of social media, community, or app store engagement
- Experience using apps and services, or similar apps within a creative field
Education
Qualification:
- Bachelor's degree or certificate preferably in a creative or technical domain
If interested do share cv to [Confidential Information]
