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Technical Support Consultant

3.00 to 10.00 Years   Noida   16 Aug, 2022
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / HelpdeskGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Position Summary:Recognising that your customers are experiencing an interruption in their work, you will partner with the customer to provide 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 WW Escalations team to address complex issues to which no immediate solution is available. With all the above in mind, you will have a demonstrated track record of providing technical Support services in a similar environment to Adobe.Responsibilities:Provide a professional & competent standard of chat, phone and Online support for Global customers of products like Captivate, FrameMaker, RoboHelp, Presenter, Presenter Video Express, Technical Communication Suite.Provision of Technical & Customer Support and issue resolution services directly to Top Value Customers (TVC), Enterprise (ETLA/CLP/TLP) customers, eVIP customers, Perpetual customers and Individual Subscription customers, leveraging appropriate internal and external resources to bring cases to closure.Responsible for following established processes and policies in all customers interactions.Deliver First Call Resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products.Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.Accountable for personal achievement against performance targets including case resolution and turnaround time, open case aging, first contact resolution rate, case quality and customer satisfaction.Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.Advanced research on issues escalated by regional Tier 1 Engineers.Assist in testing new and enhanced product features.Troubleshoot, validate and report customer submitted bug reports.Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions.Assist in special projects and other duties as assigned.RequirementsSkills and Characteristics:Technically educated to degree level with a minimum of 1-2 years experience in this or similar capacity.Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies.Excellent inter-personal skills and the ability to communicate clearly at all levels.Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.Ability to remain calm, have a flexible attitude and to work with minimum supervision.Able to prioritize tasks and manage time effectively.Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments.Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.Knowledge & Technical Skills Required1-2 years demonstrated professional experience in a technical role.Superior account management and customer relationship skills.Deep understanding of Windows operating systems and Mac OS knowledge desired.Proficiency in HTML, CSS, JS & SharePoint.Should have basic level understanding of Learning Management System.Solid knowledge on various file formats.Intermediate level understanding of packaging & deploying various Adobe products & versions.Independent, self-motivated work and learning style, focused on staying current with emerging technologies.Excellent English written and oral communications skills a must.Adobe is an equal opportunity/affirmative action employer. We welcome and encourage diversity in the workplace.,

Keyskills :
troubleshootingtechnical supportnetworkingactive directory

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