Senior Product Consultant Jobs in Bangalore - For a Client of Teamlease Digital
Job Description
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
