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Lead Technical Support Consultant

1.00 to 3.00 Years   Noida   17 May, 2021
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Our CompanyChanging the world through digital experiences is what Adobe s all about. We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences! We re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!Recognizing that your customers are experiencing an interruption in their work, you will partner with the customer to provide level3 supports to quickly and efficiently resolve their technical issues allowing them to get back to work. You will take care of the customer: maintaining ownership, offering expert advice and presenting opportunity as appropriate. Specifically, the role encompasses inbound issue reception, triage and analysis technical issue diagnosis and resolution identification; documentation, tracking and recording of all issues and interactions; partnership with Product & Engineering team to address complex issues to which no immediate solution is available. With all of the above in mind, you will have a demonstrated track record of providing technical Support services in a similar environment to Adobe.Responsibilities: Respond to customer inquiries with the Adobe Sign product and technical issues from aGlobal customer base majorly IT Admins for large enterprises & its users. Escalate critical support issues from customers to the appropriate internal channel Develops and manages stakeholder relations and communications. Responsible for following established processes and policies in all customers interactions and escalations. Help report bugs to our QA team and work with the QA & Engineering teams to resolvecustomer issues as soon as possible Participation in Business Intelligence processes including taking an active role inKnowledge-base document creation, incident case notes logging and recording, buglogging etc. Takes end to end Ownership of End User Issues till resolution and follow up as mandatedby the process requirements Applies basic diagnostic techniques to identify problems, investigate causes andrecommend solutions to correct common failures Escalates complex problems to the Remote Support Engineering staff or FieldEngineering. Typically provides technical support for Internal and External customers. Escalates complex problems to higher level of expertise within organization.RequirementsSkills and Characteristics: Technically educated to degree level with a minimum of 7 years experience in thisor similar capacity. 1 years experience in working on Adobe Sign. Superior account management and customer relationship skills. Highly computer literate with excellent and demonstrable knowledge oftechnologies applicable to area of product coverage (Dependable, confident,tenacious) but also able to follow the chain of command and adhere to establishedpractices and policies. Excellent inter-personal skills and the ability to communicate clearly at all levels. Bright and enthusiastic with an outgoing personality. Excellent oral and written communication skills with an ability to influence others andgain acceptance for your ideas, sometimes in sensitive situations. Ability to remain calm, have a flexible attitude and to work with minimum supervision. Able to priorities tasks and manage time effectively. Predisposition to innovative thinking. Natural inclination to champion customer needs and willingness to advocate on thecustomers behalf to other groups and departments. Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.Knowledge & Technical Skills Required 8 years demonstrated professional experience in a technical support role. Hands-on experience for Adobe Sign product is desired. Exposure to Admin console for Adobe Sign (Services). Previous development/programming experience (Java ,C#, JavaScript, HTML, XML, AJAX,RESTful web services) Knowledge of Salesforce API, Force application strongly desired Hands-on experience on Salesforce, Microsoft SharePoint, Microsoft Dynamics stronglydesired A good understanding of enterprise application integration, including SOA, ESB, EAI, ETLenvironments and an understanding of integration considerations such as processorchestration, customer data integration, and master data management Candidates with a background in software/product support from either Web-based orSAAS solution environment Skills in using diagnostic tools along with a methodical, pragmatic approach to resolvingtechnical issues A clear sense of integrity, work ethic and a sincere passion in helping customers solvetechnical issues Exceptional written and verbal communication with excellent phone mannerism in theEnglish language Strong organizational skills with the ability to juggle multiple tasks and responsibilities Able to work on own initiative and not just prescriptive guidelines Flexible and willing to cover nonstandard business hours and holidays as needed,

Keyskills :
troubleshootingtechnical supportnetworkingactive directorysalesmaster datacustomer datadata managementtechnical skillssupport servicesdata integrationinfluence othersdocument creation

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