Product Support Consultant
Share
Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description: Please find the detailed job description attached for your reference.
Duties
Customer Support for T1/T2 issues for Learning Manager LMS
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 product.
Articulate the issues business impact; and manage resolution appropriately
Provide a professional & competent standard of phone and online support (call/email) for Paid 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 the 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
Note: Shift Timing - APAC/EMEA/US Shifts (24x7 rotational)
Skills
Proven ability to research complex technical issues
Proven experience in a customer-facing or support environment.
Excellent Troubleshooting skills.
Excellent Communication skills.
Strong working knowledge of one or more of the following platforms: Windows MAC OS
Knowledge AICC/SCORM will be an advantage
Knowledge of LMS HTML/CSS and API would be an added advantage
Ability to work flexible hours on a rotational basis to provide support coverage (24*5)
Knowledge of Learning Management System is an added advantage.
Strong fault-finding methodologies and practices in software integration in multi platform systems
Experience working in a team environment managing a diverse workload
Ability to remain calm have a flexible attitude and to work with minimum supervision.
Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas sometimes in sensitive situation.
Duties
Customer Support for T1/T2 issues for Learning Manager LMS
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 product.
Articulate the issues business impact; and manage resolution appropriately
Provide a professional & competent standard of phone and online support (call/email) for Paid 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 the 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
Note: Shift Timing - APAC/EMEA/US Shifts (24x7 rotational)
Skills
Proven ability to research complex technical issues
Proven experience in a customer-facing or support environment.
Excellent Troubleshooting skills.
Excellent Communication skills.
Strong working knowledge of one or more of the following platforms: Windows MAC OS
Knowledge AICC/SCORM will be an advantage
Knowledge of LMS HTML/CSS and API would be an added advantage
Ability to work flexible hours on a rotational basis to provide support coverage (24*5)
Knowledge of Learning Management System is an added advantage.
Strong fault-finding methodologies and practices in software integration in multi platform systems
Experience working in a team environment managing a diverse workload
Ability to remain calm have a flexible attitude and to work with minimum supervision.
Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas sometimes in sensitive situation.
