• Senior Product Consultant - Cold Fusion Jobs in Bangalore,India - 25312845

  • Adobe Systems Ltd
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

Sr Product Consultant Adobe Coldfusion

The challenge Adobe Coldfusion is looking for a Sr Product Consultant to join its support team based out of Bengaluru, India

What youll do In this role, you will be responsible to

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

Provide a professional & competent standard of phone and online support (chat/email) for Global customers
Accurately document all customer interactions in a case tracking database Content to be logged in full written English
Communicate and articulate clearly with the customer (in both verbal and written communication)
Call back customers waiting for follow-up in the agreed timeframe
Demonstrate ownership and willingness to resolve issues in a timely manner
Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer
Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets
Understanding of escalation handling procedures
Understand the issues business impact
Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials
Resolve undocumented customer issues through advanced problem solving
Obtain general understanding of OS and application operations related to product usage
Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions
Should forward any issues/escalations to next level of support for further resolution
Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc
Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps

Product Specific Skills And Experience

Knowledge of ColdFusion is an added advantage Strong fault finding methodologies and practices in software integration in multiplatform systems Proven ability to research complex technical issues Proven experience in a customer facing or support environment Good experience of one or more of the following J2EE, Application Servers (Tomcat, WebSphere & Weblogic), JavaScript, Actionscript, XML, PDF, SOAP Excellent Trouble shooting skills (especially performance related) Strong working knowledge of one or more of the following platforms Windows, Linux, Solaris, MAC OS Intermediate technical knowledge in SQL / Oracle / DB2 Intermediate technical knowledge of Web servers IIS, Apache, Websphere, Weblogic

Requirements

Technically educated to degree level with a minimum of 3 years experience in this or similar capacity Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (see below) Dependable, confident, tenacious, but also able to follow the chain of command and adhere to established practices and policies Excellent interpersonal skills and the ability to communicate clearly at all levels; bright and enthusiastic with an outgoing personality Experience working in a team environment, managing a diverse workload General cultural awareness, particularly for agents who are supporting customers in a region other than the one theyre located in (eg 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) 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 Predisposition to innovative thinking 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 seven day support coverage (24*7)

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 03rd Jun 2020

Key Skills:

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