Job Description

• Provide timely resolutions to the queries, escalations and issues raised by all the stakeholders as per the internal tech support SOPs and guidelines. Acknowledge stakeholders, prompting and politely responding to their inquiries and helping them.
• Pick up restaurant availability, ads and vendor related concerns raised over mails and channels and share RCA.
• Work with the engineering team in resolving the issues that would need involvement in terms of changing code, solving a bug, changing a feature flow, etc.
• Coordinate with Engineers on a daily basis to either keep track/resolve issues and keep the business teams & partner informed.
• Act as a face of the component by helping engineering in prioritizing the issues that have critical business impact.
• Act as a bridge between engineering & internal stakeholder teams to mobilize, gather details and drive for closure of technical issues.
• Ensuring new SOPs and easy-to-read documentation are prepared for the recurring and new technical issues from the reporters so that tech support can solve these issues in the future without having dependencies on Engg.
• Act as a knowledge repository for all the systems & products he/she is handling.
• Ensure periodic reports are shared with relevant stakeholders on issues summary and bug metrics.
• Ensure frequent capacity building and orientation activities are done with engineering to be updated on the engg systems and product level changes.
• Regular internal capability building with other team members.
• Regularly connect with engineering teams to understand their view, pain points, and requirements.

Ciel HR