Product Consultant II

Trigent Software Private Limited

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Description: Sr. Product Consultant II

Location: Bangalore (Hybrid)
Contract Duration: 12 Months
Shift: 24/7 Rotational (US Shift only)
Experience Required: 3 Years

Role Overview

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

Deliver First Call Resolution for technical and non-technical queries.
Provide professional support via phone chat and email.
Communicate effectively in written and spoken English.
Document interactions accurately in the case tracking system.
Proactively follow up with customers and escalate when required.

Technical Troubleshooting & Analysis

Troubleshoot issues using product documentation KBs and hands-on experience.
Analyze multi-platform system integration issues with strong fault-finding skills.
Participate in bug tracking trend analysis and feature request reporting.

Process & Knowledge Development

Contribute to and update internal Knowledge Base documentation.
Continuously enhance technical knowledge and close skill gaps.
Follow escalation processes considering customer and business impact.
Collaborate with product and engineering teams to advocate for customer needs.

Requirements

Bachelors degree in a technical field (or equivalent experience).
3 years of experience in technical support or a similar role.
Strong customer orientation with excellent communication skills.
Ability to multi-task and work in high-pressure environments.
Cultural awareness for supporting international customers.
Willingness to work in a 24/7 US rotational shift environment.

Technical Skills

Preferred: Knowledge of ColdFusion.
Application Servers: Tomcat WebSphere WebLogic
Web Servers: IIS Apache Nginx
Operating Systems: Windows Linux Solaris macOS
Databases: SQL Oracle MySQL DB2 (Intermediate level)
Cloud: AWS Azure GCP
Docker
Good to know: J2EE JavaScript ActionScript XML PDF REST services
Performance troubleshooting in web & application environments
Ability to analyze thread dumps and heap dumps
Strong independent research and problem-solving ability

Job Description: Sr. Product Consultant II Location: Bangalore (Hybrid) Contract Duration: 12 Months Shift: 24/7 Rotational (US Shift only) Experience Required: 3 Years Role Overview We are looking for a Sr. Product Consultant II to join our technical support team. This role involves handling global...