Sr. Product Consultant

The challenge
Are you a forward thinking Sr. Product consultant? Captivate Prime is Adobe' Learning Management System (LMS), and we are looking for forward-thinking candidates who have a desire to make an impact in the learning and development domain to join our team based out of Bengaluru, India. The role Requires working in a 24X7 work environment.
What you'll do:

In this role, you will be responsible to:

  • 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.
  • Articulate the issue's business impact; and manage resolution appropriately
  • Provide a professional & competent standard of phone and online support (chat/email) for Global customers.
  • Demonstrate ownership and ability resolve issues in a timely manner, abilitity to stay calm under pressure
  • Communicate and articulate clearly with the customer, verbally and via email
  • Accurately document all customer interactions in a case tracking database.
  • 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.
  • 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 support through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials
  • Committed to resolving undocumented customer issues through advanced problem solving
  • Obtain general understanding of OS and application operations related to product usage
  • Report top call generators, unique and severe issues, new emerging trends, feature requests and common how-to questions
  • Forward any issues/escalations to next level of support for further resolution
  • Participate in dedicated Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc.
What you'll need to succeed:
  • Technical degree; with a minimum of 5 years' experience in this or similar capacity.
  • Deep knowledge of computer literacy with excellent and demonstrable knowledge of technologies applicable to area of product coverage (see below)
  • You are dependable, confident, tenacious, independent, go-getter; able to follow the chain of command and adhere to established practices and policies
  • Excellent inter-personal skills and the ability to communicate clearly at all levels; bright and enthusiastic with an outgoing personality.
  • Experience working in a team environment, managing a diverse workload
  • General creative cultural awareness, particularly for agents who are supporting customers in a region other than the one they're located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
  • Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations
  • Ability to remain calm, have a flexible attitude and to work with minimum supervision.
  • Able to prioritize tasks and manage time effectively.
  • Predisposition to creative thinking.
  • Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments
  • Innovative product Specific Skills and Experience, knowledge of LMS is an added advantage.
  • Excellent Trouble shooting skills (especially LMS related)
  • Strong working knowledge of one or more of the following platforms: Windows, MAC OS
  • Deep knowledge AICC/SCORM

At Adobe, we believe in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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


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