Trigent Software

1 month ago

Bangalore, India Trigent software ltd Full time

Duties :

- Technical Support for T2/T3 issues for Adobe Learning Manager LMS.

- Deliver First Call Resolution by handling customer requests and resolving customer's technical and non-technical issues as often as possible during the first contact for assigned product.

- Articulate the issue's business impact; and manage resolution appropriately.

- Provide a professional & competent standard of phone and online support (chat/email) for Microsoft customers.

- Demonstrate ownership and willingness to resolve issues in a timely manner.

- Communicate and articulate clearly with the customer (in both verbal and written communication).

- Accurately document all customer interactions in a case tracking database.

- Content to be logged in full written English.

- Call back customers waiting for follow-up in the agreed timeframe.

- Manage all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

- Demonstrate understanding of escalation handling procedures.

- Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.

- 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.

Skills :

- Proven ability to research complex technical issues.

- Proven experience in a customer facing or support environment.

- Excellent Trouble shooting skills (especially LMS related).

- Strong working knowledge of one or more of the following platforms: Windows, MAC OS.

- Intermediate knowledge AICC/SCORM will be an advantage.

- Ability to work flexible hours on a rotational basis to provide support coverage (24-5).

Product Specific Skills and Experience :

- Knowledge of LMS is an added advantage.

- Strong fault-finding methodologies and practices in software integration in multi- platform systems.

- Experience working in a team environment, managing a diverse workload.

- Ability to remain calm, have a flexible attitude and to work with minimum supervision.

- Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.

Education :

- Technical degree; with about 4-8 years' experience in this or similar capacity.

(ref:hirist.tech)

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