We are looking for an LMS Support Consultant to provide technical and customer support for Adobe Learning Manager (ALM). The role involves troubleshooting LMS-related technical and non-technical issues, assisting customers through phone/chat/email, resolving issues at first contact wherever possible, and escalating complex issues to the appropriate support teams.
Key Responsibilities
- Provide customer support for Adobe Learning Manager (ALM) issues.
- Troubleshoot and resolve technical and non-technical customer issues.
- Deliver First Contact Resolution wherever possible.
- Investigate complex technical issues and identify appropriate solutions.
- Understand the business impact of customer issues and manage resolution accordingly.
- Provide professional support through phone, chat and email.
- Communicate clearly with customers in both verbal and written English.
- Accurately document customer interactions and cases in the tracking system.
- Manage customer follow-ups within agreed timelines.
- Use knowledge bases, product guides and other reference materials to resolve known issues.
- Understand escalation procedures and escalate issues requiring further investigation.
- Identify and report severe issues, recurring problems,
emerging trends and feature requests.
- Work effectively in a team environment while managing a diverse workload.
Required Skills
- 4–8 years of experience in technical support, application support, product support or a similar customer-facing technical role.
- Robust technical troubleshooting and problem-solving skills.