Senior Product Support Consultant

1 month ago

bangalore, India Adobe Full time

Description

Summary

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

Responsibilities

First point of contact for customer concerns relating to technical issues Provide a professional & proficient standard of phone and online support (chat/email) for Global customers. Accurately detail all customer interactions in a case-tracking database. Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system Call back customers waiting for follow-up in the agreed timeframe. Demonstrate ownership and ability resolve issues in a timely manner, ability to stay calm under pressure Act as customer executive sponsor on select enterprise customer delivery engagements. As an executive sponsor, meet with the account team and delivery team on a regular basis. Ensure we have a clearly documented point of view and plan on a page for customer success, establish meaningful sponsorship relationships with the customer, take part in QBR, and represent ACS leadership in critical issue resolution. Handles all customer communication with the appropriate level of etiquette, timeliness, and integrity, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures Understand the issue’s business impact Resolve known customer support through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials Resolve undocumented customer issues through advanced problem solving Obtain general understanding of OS and application operations related to product usage Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions Forward any issues/escalations to next level of support for further resolution Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc. Responsible for ongoing knowledge, improvement, and skills development and also for identifying developmental needs and addressing knowledge gaps.

Requirements

Technically educated to degree level with a minimum of 6 years’ experience in this or similar capacity. Deep knowledge of computer literacy with excellent and demonstrable knowledge of technologies applicable to area of product coverage (see below) Dependable, confident, tenacious, but also able to follow the chain of command and adhere to established practices and policies. Excellent inter-personal skills and the ability to communicate clearly at all levels. Experience working in a team environment, managing a diverse workload General cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in ( ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers). Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations Ability to work flexible hours on a rotational basis to provide 24x7 support coverage. Able to prioritize tasks and handle time effectively. Predisposition to innovative thinking. Natural inclination to champion customer needs and willingness to advocate on the customers' behalf to other groups and departments. Ability to work flexible hours( US Shift ) on a rotational basis to provide seven-day support coverage (24*7)

Product Specific Skills and Experience

Strong fault-finding methodologies and practices in software integration in multi‐platform systems Good communication skills with the ability to convey complex or highly technical issues concisely and effectively Proven experience with account planning & customer success plans Good experience of one or more of the following: J2EE, Application Servers (Tomcat, JBoss, WebSphere & WebLogic), JavaScript, XML, PDF, SOAP. Excellent Trouble shooting skills (especially Server Performance related) Strong working knowledge of one or more of the following platforms: Windows, Linux, Solaris, MAC OS AWS/ Azure/ GCP Certified is an advantage. Knowledge on Docker. Intermediate knowledge in SQL / Oracle / DB2 Intermediate knowledge of Web servers: IIS, Apache, Nginx, IBM HTTP Server, etc. Knowledge of ColdFusion is an added advantage.

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