Tech Support Intern

Job Responsibilities:

• Handle customer queries and complaints and respond through email and phone call

(outbound - night shift)

• Research and troubleshoot steps to identify the cause of the reported issue
• Raise bugs in the scrum tool and assign it to the appropriate team with detailed information

gathered from the customer

• Follow up with the development team and make sure the issue gets resolved on time
• Follow up with the customer and make sure they are kept informed about the progress

and the solution promptly

• Collect adequate metrics to keep track of all the data required for product and process

maintenance and improvement

• Provide active feedback to the app development team to improve app performance and

features

• Participate in testing process during new features and product launch
• Actively offer help to rebuild and/or improve the content website exclusively meant for

customer support

• Create content, write articles/blog entries to improve customer experience
• Curious to learn new technologies and platforms
• Get involved in knowledge transfer and training sessions for newer team members
• Ability to handle frustrated customers on call in a professional way (mostly U.S. based and

others located all around the world).

• Patience to explain the product to non-tech savvy customers and strive to attain good

customer satisfaction rating

• Willing to work on one of the weekend days (either Saturday or Sunday)

Importance of the position:

Tech Support Help in Mobicip Support is not like any other normal after-sales service. Mobicip is

a parental control solution whose mission is to create and foster the safe use of technology for

learning and enrichment of children. Since the product directly affects the academic, mental and

disciplinary status of kids and teenagers, prompt and genuine interest in the product and the

customer is expected. Sometimes, things cannot wait and in such cases, as customer support

engineers, you should understand the urgency of the customers situation and act accordingly.

Access to a safe internet is a necessity these days and you should be ready to volunteer and help

customers in need and perform above and beyond expectations.

Based on your performance, this is an intern-to-hire position with full benefits and competitive

compensation. You will be expected to work from home in this position and occasional travel to

Chennai or Bangalore is required.