Duties

- Customer Support for T1/T2 issues for 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 qualified & 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
- Note: Shift Timing - APAC/EMEA/US Shifts (24x7 rotational)

Skills

- Technical degree; with about 4-7 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 situation.

📌 Product Support Consultant II (Bengaluru)
🏢 Trigent Software
📍 Bengaluru