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Technical Support Consultant
2 weeks ago
A short video profile (1-2 minutes) introducing yourself is mandatory along with your resume.
NAME OF PROJECT: Support Service Desk for Adobe's 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, and 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 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.
