Job Description

Company Profile

: We are a leading e-learning company dedicated to creating engaging and effective online learning experiences. With a focus on innovative instructional design and cutting-edge technology, we empower learners and organizations to achieve their educational goals.

Position

: Intern Application Maintenance

Current Openings

: 3

Experience Level

: 0-1 year

Job Location

: Pune (Work from office)

Work Days

: Monday - Friday

Work Timings

: 10:30 AM - 7:30 PM

Salary

: As per Industry Standards

Position Overview

:
As an Application Maintenance Intern, you will play a crucial role in supporting the ongoing functionality of our applications. You will bridge the communication between clients and the Paexskin team, understand client concerns and observations, create support tickets and ensure their timely resolutions. You will respond to client emails, investigate the issues, coordinate the resolution with the development team and other cross functional teams, maintain documentation throughout the process and provide timely reports to management.

Objectives of this Role

:
Understand root cause of application issues in coordination with internal QA, design, content and development teams. Coordinate application issues with development team and ensure timely bug fixes Custodian of documentation of support tickets, resolutions and all other activities in the support ticket life cycle Ensure timely response to client queries and support tickets Create and analyze reports to identify recurring issues and present to management Propose suggestions for system improvements.

Responsibilities

:
Ensure timely response and updates to client support tickets via email Classify change requests according to business guidelines and service-level agreements. Communicate and negotiate with stakeholders and internal teams on application support related matters Communicate issues to the development team and follow up to ensure that bugs are fixed in a timely manner within the SLA period. Communicate proposed work plans to the senior management and application maintenance team. Develop and implement maintenance procedures and protocols to ensure efficient and effective operations. Conduct regular inspections of application to identify and address any maintenance needs or issues and ensure operational efficiency of application Maintain detailed records of maintenance activities, support tickets, investigations and resolutions, ensuring accurate documentation Create and analyze reports on the issues raised and resolved, identify trends of issues and suggest potential enhancements to the application. Stay updated with industry trends and advancements in maintenance technology to recommend and implement improvements.

Required Skills

:
Basic understanding of application functionality, ticketing systems, and SLAs. Experience working with MS Office Applications, especially MS Excel, MS PowerPoint, MS Word. Attention to detail and proactive problem-solving. Excellent written and verbal communication skills. Strong organizational and time-management skills. Ability to work independently with minimal supervision. Understanding of application maintenance concepts.

Interview Process

:
Initial Screening Technical Round * HR Round