Openings At ADOBE India - Customer Care Specialist

Education: BE/MCA

Experience: 3 to 7 years of work experience post graduation

Location : Noida/Bangalore

Responsibilities

• Work directly with Regional Tier 2 and TAM support consultants on product issues to investigate and resolve escalated customer cases. Escalated support cases are transferred into the TRT consultant's work queue.
• As a key member of the TRT team in Noida, you will provide in-depth technical support to new and existing Adobe Customers, Partners, SEs for their Applications for the Americas/EMEA/ APAC Regions along with handling Exec Escalations.
• Set up reproducible test cases to model reported product defect behavior on a variety of hardware and software platforms.
• Proactively meet with Tier 2/TAM consultants to review open support cases and provide direction / next steps, in advance of formal escalation requests.
• Evaluate customer requests for engineering hot fixes based on defined criteria.
• Interface with engineering teams to manage the hot fix process for assigned escalations. Communicate requirements to Engineering (and management), validate bug reports, communicate issue status to Tier 2/TAM (and Support management), validate hot fix (functional testing).
• Contribute to the online knowledge base by regularly writing and reviewing technical articles ("TechNotes") for publication on the support web site.
• Participate regularly in the ColdFusion product Forums.
• Follow established processes and policies in all case escalations.
• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.

Requirements

• Networking/Java/J2EE/.NET/SQL
• Scripting (HTML, XML, Javascripting)
• Servers- Application/ Web
• Knowledge of adobe products
• ACE certified will be given a preference
• Excellent communication skills
• Open for 24X7 (Rotational Shifts)
• Aptitude for Troubleshooting
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they are 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).

To Apply Click Here