product support consultant

Job Description

Job Title: Technical Support Specialist (LMS - T2/T3 Support) Location: [Bangalore Job Type: Full-Time Shift: Rotational (24/5 support coverage) Job Overview: We are seeking a dedicated and customer-focused Technical Support Specialist to provide Tier 2 and Tier 3 support for Adobe Learning Manager (LMS). This role involves handling complex technical and non-technical issues, delivering first-call resolutions, and ensuring customer satisfaction through effective communication and troubleshooting. The ideal candidate will have strong technical skills in LMS platforms, as well as experience working with multi-platform systems and excellent problem-solving abilities. Key Responsibilities: Provide first-call resolution for Adobe Learning Manager LMS-related issues by effectively handling both technical and non-technical customer inquiries during initial contact. Articulate the business impact of technical issues and manage their resolution in a timely and professional manner. Provide high-quality phone, email, and chat support for Microsoft customers using Adobe LMS, ensuring professionalism and clarity in all communications. Accurately document all customer interactions in a case-tracking database, ensuring that all notes are clear, complete, and in written English. Follow up with customers within the agreed-upon timeframe, ensuring their issues are resolved and satisfaction is maintained. Identify and report top call generators, emerging issues , and common customer queries to improve the support process. Escalate unresolved or complex issues to higher levels of support (T3) and ensure timely resolutions. Troubleshoot and resolve issues using available resources such as knowledge bases , product guides, and reference materials. Maintain a high level of professionalism, ensuring customer communication is always conducted with appropriate etiquette, timeliness, and care. Required Skills and Experience: Proven technical troubleshooting skills , particularly with LMS-related issues. Strong working knowledge of Windows and Mac OS platforms. Intermediate understanding of AICC and SCORM standards (desirable). Demonstrated ability to provide excellent customer support in a customer-facing environment. Strong problem-solving abilities with experience researching and resolving complex technical issues. Experience in a technical support or customer service role , with a focus on resolving software integration issues in multi-platform systems. Ability to work flexible hours and participate in a rotational shift schedule for 24/5 coverage . Excellent written and verbal communication skills, with the ability to explain technical issues in clear, concise terms. Experience working in a team-oriented environment , managing diverse tasks and priorities. Education and Experience: Technical degree in Computer Science, Information Technology, or a related field. 4-8 years of experience in a technical support or customer service role, preferably in the LMS space or similar capacity. Additional Qualities: Ability to remain calm under pressure, demonstrate flexibility, and work with minimal supervision. A strong customer-first attitude with a willingness to take ownership of issues and ensure timely resolutions. Ability to work in a fast-paced environment while maintaining professionalism and efficiency.