Customer Support Executive
Customer Support Executive
Posted on :
06-08-2025
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1 Vacancy
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Job Description
Job Title:Customer Support Executive
Location:Hyderabad India On-site
Department:Customer Experience
Reports To:Manager Customer Support
Employment Type:Full-Time
About Innovapptive
Innovapptive is a global leader in intelligent connected worker solutions delivering next-generation mobile and web apps for field operations asset management and supply chain processes. Our products empower front-line workers with real-time connectivity and insights to enhance safety efficiency and productivity.
Job Summary
We are seeking aCustomer Support Executivewho will act as the first point of contact for our customers globally. You will be responsible for resolving technical issues primarily related to our mobile and web apps ensuring timely and high-quality support. This role requireshands-on experience in troubleshooting mobile operating systems (Android & iOS).Key Responsibilities
Location:Hyderabad India On-site
Department:Customer Experience
Reports To:Manager Customer Support
Employment Type:Full-Time
About Innovapptive
Innovapptive is a global leader in intelligent connected worker solutions delivering next-generation mobile and web apps for field operations asset management and supply chain processes. Our products empower front-line workers with real-time connectivity and insights to enhance safety efficiency and productivity.
Job Summary
We are seeking aCustomer Support Executivewho will act as the first point of contact for our customers globally. You will be responsible for resolving technical issues primarily related to our mobile and web apps ensuring timely and high-quality support. This role requireshands-on experience in troubleshooting mobile operating systems (Android & iOS).Key Responsibilities
- Provide first-level technical support via email phone chat or ticketing systems (e.g. Freshdesk).
- Troubleshoot and resolve customer-reported issues related tomobile apps (iOS/Android)and web applications.
- Guide users through problem-solving steps for mobile-specific issues including app crashes sync errors OS compatibility device-level configurations and connectivity.
- Log detailed and accurate customer interactions troubleshooting steps and resolutions.
- Collaborate with QA Engineering and Product teams to escalate and resolve complex issues.
- Monitor and maintain SLA timelines ensuring a high level of customer satisfaction.
- Create and maintain knowledge base articles FAQs and internal troubleshooting guides.
- Participate in rotational shifts to support customers across global time zones (24x5 coverage).
- 13 yearsof experience in a customer support/helpdesk role with a strong focus onmobile application troubleshooting.
- Hands-on experience with Android and iOS OS-level debugging(logs settings permissions device behaviors).
- Excellent written and verbal communication skills in English.
- Familiarity with tools like Freshdesk Zendesk or ServiceNow.
- Ability to understand and translate technical issues for both technical and non-technical stakeholders.
- Experience in supporting enterprise mobility solutions or SaaS applications.
- Basic knowledge of REST APIs HTTP and SQL queries.
- Exposure to SAP ERP or field service applications is a plus.
- ITIL Foundation certification or similar is advantageous.
- Strong analytical and troubleshooting skills.
- High attention to detail and a proactive mindset.
- Customer-centric attitude with a sense of urgency and ownership.
- Adaptability to a fast-paced dynamic environment.
- Work on cutting-edge mobile enterprise solutions used by Fortune 500 companies.
- Opportunity to grow across QA Customer Success and Product teams.
- Competitive salary shift allowance and performance-based incentives.
- Dynamic work culture focused on innovation learning and impact.
Required Experience:
Junior IC
Employment Type
Full-Time
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