a 16×5 help desk for one of the Top Grossing iPhone applications which required skill set and knowledge of VPN, Firewalls, MAC & Linux in addition to Windows. Satisfaction rate moved from 70% to 85% within 6 months and the involvement of Development Team in support issues reduced from 20 hours per week to less than 2 hours per week.
We also assisted the customer in QA of the product prior to releases on various version of the iOS, Windows & MAC.
Tools Used: ZenDesk, VoIP, TeamViewer
