Job Description: Please find the detailed job description attached for your reference.

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 professional & 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

Proven ability to research complex technical issues

Proven experience in a customer-facing or support workplace.

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 cov

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