Education: BE/MCA
Experience: 3 to 7 years of work experience post graduation
Location : Noida/Bangalore
ResponsibilitiesExperience: 3 to 7 years of work experience post graduation
Location : Noida/Bangalore
- 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.
- 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).