Application Support Specialist - Indianapolis, United States - Field of Talent

Field of Talent Indianapolis, United States

3 weeks ago

Description

About Us:

We are a production company that is passionate about delivering captivating stories to today's audience. As a rapidly growing media company, we prioritize talent and dedication, fostering a culture of advocacy where we leverage our platform to make a positive impact on people's lives.

About the position:

We're seeking a dedicated and customer-focused App Support Specialist to join our team. In this role, you will be the primary point of contact for users encountering technical issues with our mobile application. Your mission will be to provide exceptional support and troubleshooting assistance, ensuring our users enjoy a seamless experience.

Responsibilities:

Act as the first point of contact for users seeking technical support via email, chat, or phone.
Diagnose and resolve user-reported issues with the mobile application, encompassing login problems, playback issues, and app crashes.
Document and track user-reported issues using ticketing systems or similar tools, preferably ZenDesk.
Collaborate with cross-functional teams, such as developers and QA testers, to investigate and resolve technical issues.
Provide clear and timely updates to users regarding the status of their support requests.
Identify trends or recurring issues, escalating them to appropriate teams for further investigation and resolution.
Offer guidance and assistance to users on app features, functionality, and best practices.
Continuously update and maintain knowledge base articles and support documentation.

Requirements:

1-3 years of experience in technical support or customer service, preferably in a software or technology company.
Strong problem-solving and troubleshooting skills, with the ability to analyze and resolve technical issues efficiently.
Excellent communication and interpersonal skills, adopting a customer-centric approach to support.
Familiarity with mobile platforms (iOS and Android) and mobile applications.
Experience using ZenDesk or similar ticketing systems for customer support.
Ability to thrive both independently and collaboratively in a fast-paced environment.
Flexibility and adaptability to evolving priorities and user needs.
Empathy and patience in assisting users experiencing technical issues.

Perks & Benefits

Opportunities for professional growth and development.
A supportive and inclusive work environment.
Collaboration with a talented and passionate team.
Involvement in a leading media company in the industry.
Competitive compensation package.
Benefits contribution.
401(k) retirement plan with match.
Paid time off.
Engaging in team events and activities.
Relocation package for eligible candidates.

This is a full-time, on-site/in-person position located in Indianapolis, IN

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