Roles & Responsibilities
- First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.

- Act as a customer champion and communicate their needs to internal product and engineering groups.

- Provide timely response/resolution to technical, product, and cloud infrastructure inquires.

- Provides resolutions within established Service Level Agreement Guidelines.

- Trouble-shoot/qualify cases before advancing it to engineering.

- Answer questions regarding product functionality and usage.

- Work high priority technical incidents and critical outages.

- Product content creation (KB articles, white papers, forum participation).

- Provide knowledge transfer sessions to help reduce critical issues into Adobe.

- Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM.

- Troubleshoot, validate, and report customer-submitted bug reports.

- Provide Support Fix to customer for AEM, if changes are trivial.





- Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention

- Acts as a customer advocate ensuring all customers' voices are heard.

- Liaise with engineering/product management to ensure customers' desires for future product development are heard

- Address customer concerns and questions, large and small, in an effective and timely manner

- Understand the real-world impact that issues and defects have on customers

- Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager

- Assist in testing recent and enhanced product features

- Manage incidents professionally and within stated timelines

- Accurately record and maintains incident in accordance with department standards

- Participate in department team meetings

- Assist in special projects and other duties as assigned
Educational RequirementGraduate
Preferred SkillsTechnology->Java->Java - ALL,Technology->Content Management->Opentext CMS,Technology->Open System->Linux
Service LineBPO COO Office

📌 Technical Team Lead (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru