Product Consultant II
Product Consultant II
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Job Description
Job Description: Sr. Product Consultant II
Location: Bangalore (Hybrid)
Contract Duration: 12 Months
Shift: 24/7 Rotational (US Shift only)
Experience Required: 3 Years
We are looking for a Sr. Product Consultant II to join our technical support team. This role involves handling global customers troubleshooting complex issues and ensuring a seamless support experience. You will be the first line of defense for customer queries working across multiple technologies while collaborating with cross-functional teams to deliver best-in-class solutions.
Key Responsibilities Customer Support & Issue Resolution
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Deliver First Call Resolution for technical and non-technical queries.
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Provide professional support via phone chat and email.
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Communicate effectively in written and spoken English.
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Document interactions accurately in the case tracking system.
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Proactively follow up with customers and escalate when required.
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Troubleshoot issues using product documentation KBs and hands-on experience.
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Analyze multi-platform system integration issues with strong fault-finding skills.
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Participate in bug tracking trend analysis and feature request reporting.
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Contribute to and update internal Knowledge Base documentation.
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Continuously enhance technical knowledge and close skill gaps.
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Follow escalation processes considering customer and business impact.
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Collaborate with product and engineering teams to advocate for customer needs.
Requirements
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Bachelors degree in a technical field (or equivalent experience).
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3 years of experience in technical support or a similar role.
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Strong customer orientation with excellent communication skills.
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Ability to multi-task and work in high-pressure environments.
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Cultural awareness for supporting international customers.
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Willingness to work in a 24/7 US rotational shift environment.
Technical Skills
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Preferred: Knowledge of ColdFusion.
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Application Servers: Tomcat WebSphere WebLogic
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Web Servers: IIS Apache Nginx
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Operating Systems: Windows Linux Solaris macOS
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Databases: SQL Oracle MySQL DB2 (Intermediate level)
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Cloud: AWS Azure GCP
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Docker
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Good to know: J2EE JavaScript ActionScript XML PDF REST services
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Performance troubleshooting in web & application environments
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Ability to analyze thread dumps and heap dumps
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Strong independent research and problem-solving ability
Employment Type
Full-time
