Hiring For LMS Support Consultants / Bangalore Location

Position Name LMS Product Support Consultant

Experience Required – 2-7 years

Location – Bangalore

Work Module – Hybrid

Client –Confidential

Duties

• Customer Support for T1/T2 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 (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

Skills

• Technical degree; with about 2-7 years’ experience in this or similar capacity.
• 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 situations