Senior Product Consultant - Cold Fusion

Experience : Freshers
Location : Bangalore
Job Role : HR
Posted on 11 Oct 19
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Job DescriptionLast Date 10 Dec 19
Senior Product Consultant - Cold Fusion

Location : Bangalore

What you’ll do:

  • 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 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 issue’s 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.
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
Adobe is changing the world through digital experiences. We give everyone - from emerging artists to global brands - everything they need to design and deliver exceptional digital experiences.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, ethnicity, sexual orientation, gender identity or expression, disability or veteran status.
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