Product Support

Roles and Responsibilities

Able to understand and bifurcate the functional, performance, UI and technical issues raised by customers.
Able to prioritize logged tickets based on Business Impact.
Should be proactive in coordinating and communicating with Business/Development/QA to get issues resolved within the stipulated timeframe.
The ability to understand business from customer perspective and help in expediting the process for better customer satisfaction.
Liaise with other teams within and outside the Digital unit to negotiate dependencies
Drive forward and role-model best practice in technical support engineering processes and Agile behavior and ensuring teams members follow suit
Responsible to manage and maintain release notes and document all the change sets

Skills And Background

Excellent communication (oral and written) and organization skills.
Must have support and coordination experience in Mobile applications.
Must have good understanding of JIRA and the workflow involved.
Must have working exposure to various team collaboration and support tracking tools like Zendesk, ALM, Confluence etc.
Good exposure on both Scrum and Kanban methodologies
Good to have a programming experience in at least 1 modern programming languages/ frameworks such as Java Node.JS, Go Lang, Python, or others.
Good knowledge of SQL and one common database technology, such as Oracle, MySQL
Infrastructure knowledge including RESTful APIs, SOAP Apis, Single Sign On, LDAP, Search Technologies

Digital - Product Support