Product Support Consultant

Hi Connections

Teamware is hiring for Product Support Consultant role

Location: Bangalore

Experience:4-8years

Shift Timing: APAC/EMEA/US Shifts (24x7 rotational)

About the Role: As a Customer Support Specialist for Captivate Prime LMS, you will be at the forefront of delivering exceptional support for T2/T3 issues. You will handle complex technical and non-technical issues, ensuring First Call Resolution whenever possible. This role demands a high level of expertise in LMS systems, strong problem-solving skills, and the ability to communicate effectively with customers.

Key Responsibilities:

Technical Support: Provide Tier 2 and Tier 3 customer support for Captivate Prime LMS, resolving technical and non-technical issues efficiently.

First Call Resolution: Aim to resolve customer issues during the initial contact, articulating the business impact and managing resolutions appropriately.

Customer Interaction: Deliver professional support via phone, chat, and email, demonstrating ownership and a proactive approach to issue resolution.

Documentation: Accurately document all customer interactions and technical details in the case tracking database using full written English.

Follow-Up: Call back customers awaiting follow-up within the agreed timeframe and manage communications with the appropriate level of etiquette and professionalism.

Escalation Handling: Demonstrate understanding of escalation procedures and manage escalations effectively to the next level of support.

Knowledge Utilization: Resolve known issues using the knowledgebase, product user guides, and other reference materials.

Reporting: Report top call generators, severe issues, emerging trends, feature requests, and common how-to questions.

Team Collaboration: Work closely with team members to manage diverse workloads and ensure effective support coverage.

Skills and Qualifications:

Technical Expertise: Technical degree with 4-8 years of experience in a similar support role, especially with LMS platforms.

Problem-Solving: Proven ability to research and resolve complex technical issues with strong fault-finding methodologies.

Platform Knowledge: Strong working knowledge of Windows and MAC OS; intermediate knowledge of AICC/SCORM is an advantage.

Customer Support Experience: Demonstrated experience in a customer-facing or support environment with excellent troubleshooting skills.

Communication: Excellent oral and written communication skills, with the ability to influence and gain acceptance in sensitive situations.

Flexibility: Ability to work flexible hours on a rotational basis, providing 24x5 support coverage.

Teamwork: Experience in a team environment, managing a diverse workload with minimal supervision.

Note: The role requires the ability to work in rotational shifts covering APAC, EMEA, and US time zones.

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