1. User Support & Communication

• Receive inquiries, complaints, and technical issues via phone, email, WhatsApp, or ticketing system.
• Provide first-level troubleshooting and guidance to users.
• Assist users with account access, and general app navigation.
• Ensure professional and timely responses to all users.

2. Issue Logging & Documentation

• Record all cases accurately in the help desk/ticketing system.
• Classify issues by priority and impact level.
• Maintain proper documentation of recurring issues and resolutions.

3. Technical Troubleshooting (Level 1 Support)

• Identify whether the issue is user-related, operational, or technical.
• Resolve basic issues such as:
  • Login errors
  • OTP problems
  • Minor booking adjustments
  • Profile updates
• Escalate complex technical bugs to the App Development Company.

4. Escalation & Vendor Coordination

• Prepare clear technical reports for escalated issues.
• Communicate with the App Development Company regarding system bugs or required fixes.
• Follow up regularly until resolution is implemented.
• Test and confirm fixes before closing tickets.

5. Monitoring & Reporting

• Monitor application performance and recurring system issues.
• Provide weekly/monthly reports on:
  • Number of tickets received
  • Issue categories
  • Resolution time
  • Pending escalations
• Suggest improvements to enhance user experience.

6. Quality & Compliance

• Ensure data confidentiality and compliance with company privacy policies.
• Maintain service-level agreements (SLAs) for response and resolution times.

7. Trainings

• Provide trainings for new users on how to use the app and document these trainings to be used later