Technical Support Consultant

3 days ago

Noida, Uttar Pradesh, India DIN Engineering Services (DIN) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

NAME OF PROJECT: Support Service Desk for Adobes Digital Marketing/Media Enterprise clients

GENERAL DESCRIPTION OF PROJECT:


• Be part of a 24x7 Enterprise Grade Service Desk Team (to start with 24x5) =24*7


• Triage issues coming from various all channels such as phone (Inbound & Outbound), chats, email web portal (Omni Channel).


• Prioritize customer urgency and issues


• Search and reuse information from internal information repositories


• Log all incidents, requests and customer interactions into the case management system


• Drive issues through the organization with urgency.


• Assess customer sentiment at all stages during the communication.


• Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism.


• Understand the business impact of issues.


• Stay calm under stressful conditions while driving issues forward.


• Quickly learn and apply new knowledge and concepts.

REQUIRED SKILLS FOR THE JOB:


• Must be a Technical Graduate.


• Having 2+ years previous Technical Support Center experience with an emphasis on business to business / Enterprise support interactions.


• Outstanding written & verbal communication skills in English with a neutral accent.


• Experience working in a team environment and managing a diverse workload.


• Experience in supporting software applications and troubleshooting in Windows and /or Mac environment.


• Knowledge of Adobe products would be preferred.


• Familiarity with MSI and MSP installers as well as deployment technologies such as SMS, GPO, Apple Remote Desktop would be desirable.


• Basic knowledge of Active Directory, Cloud technology, SSO would be an advantage.


• General cultural awareness, particularly for resources who are supporting customers in region other than the one they are located in (e.g., 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.

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