Web & App Support Specialist

Job Description

Title: Web & App Support Specialist

Company Name: Genex Infosys PLC.

Vacancy: 2

Age: 25 to 30 years

Job Location: Dhaka

Salary: Tk. 35000 - 60000 (Monthly)

Experience:

• 1 to 4 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• 1 to 4 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Age 25 to 30 years

1. Platform Back Office Development and Operations

• Work closely with the Platform Back Office (Admin Pannel) development team to drive enhancements and new capabilities.

• Identify and implement automation opportunities in BO processes.

• Ensure timely development and deployment of back-office features in squad.

• Execute from Admin panel for App and website offers, Campaign and features.

2. Automation & Process Simplification

• Ensure development of automated Product UAT tools to streamline user acceptance testing.

• Oversee Product UAT Automation across various digital platforms.

• Ensure seamless channel integrations in Automation tools to improve operational efficiency.

3. Production Bug & Bug resolution in L3 forum.

• Escalate, Monitor, follow up, and execute Production Bug for App and website and L3 Complaint resolution.

• Collaborate with development teams and support teams to minimize platform downtime.

• Prepare detailed reporting on bug trends, resolution timelines, and platform stability.

4. Platform Operations Management

• Ensure Execute and follow-up for daily operations support. And will accountable for execute on time with 100% efficient execution for all digital platforms.

• Develop and execute daily operations across all digital platforms.

• Manage the lifecycle of offers & campaigns for App, Website, and Local/Global digital Channels.

• Conduct Product Pre & Post Live UAT for multiple platforms, including third-party channels.

• Execute sports and entertainment campaign & content.

• Work with resource pool in roster basis for enhanced operational support.

• Manage website content and ensure updates align with business objectives.

• Handle global channel offers and campaign management across platforms.

• Configure and manage features, campaigns, and offers for all digital platforms (App/Website).

5. Product & CRM Campaign Management

• Execute personalized feature and campaign management through segmented list preparation and provisioning.

• Automate and execute pre and post-live UAT processes.

• Develop and execute in-app campaigns, including dynamic links, in-app push notifications, carousels, app-wide banners, and pop-ups to drive user engagement and conversions.

6. Customer Complaint Resolution for Digital Platforms

• Manage Customer complaint Ticket resolution within SLA to maintain customer satisfaction.

• Ensure individual and mass complaint resolution to improve platform reliability.

• Handle mass issue customer adjustments to minimize service disruptions.

7. Push Notification Management

• Manage and configure daily in-app push notifications.

• Configure daily topic subscriptions for different user base.

• Update the daily report for push base and topic updates.

• Coordinate with stakeholders to update the push plan and content.

8. Platform User Experience Management

• Ensure consistent UI and UX implementation across all digital platforms.

• Optimize customer journeys and communication flows across all channels to enhance user engagement and retention.