Customer Support Executive

2 weeks ago

Hyderabad, India Innovapptive Full time US$ 60,000 - US$ 1,20,000 per year
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 a Customer Support Executive who 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 requires hands-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 to mobile 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).
Required Qualifications
  • 1–3 years of experience in a customer support/helpdesk role with a strong focus on mobile 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.
Preferred Qualifications
  • 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.
Key Competencies
  • 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.
Why Join Us
  • 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.

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