Senior Product Consultant

  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