Customer Care Specialist

Responsibilities

• Work directly with Regional Tier 2 and TAM support consultants on product issues to investigate and resolve escalated customer cases.  Escalated support cases are transferred into the TRT consultant's work queue.
• As a key member of the TRT team in Noida, you will provide in-depth technical support  to new and existing Adobe Customers, Partners, SEs for their Applications for the Americas/EMEA/ APAC Regions  along with  handling Exec Escalations. 
• Set up reproducible test cases to model reported product defect behavior on a variety of hardware and software platforms.
• Proactively meet with Tier 2/TAM consultants to review open support cases and provide direction / next steps, in advance of formal escalation requests.
• Evaluate customer requests for engineering hot fixes based on defined criteria.
• Interface with engineering teams to manage the hot fix process for assigned escalations.  Communicate requirements to Engineering (and management), validate bug reports, communicate issue status to Tier 2/TAM (and Support management), validate hot fix (functional testing).
• Contribute to the online knowledge base by regularly writing and reviewing technical articles ("TechNotes") for publication on the support web site.
• Participate regularly in the ColdFusion product Forums.
• Follow established processes and policies in all case escalations.
• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.

Requirements

• Networking/Java/J2EE/.NET/SQL
• Scripting (HTML, XML, Javascripting)
• Servers- Application/ Web
• Knowledge of adobe products
• ACE certified will be given a preference
• Excellent communication skills
• Open for 24X7 (Rotational Shifts)
• Aptitude for Troubleshooting
• BE/ MCA graduates with good analytical skills
• 3 to 7 years of work experience post graduation
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they are located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
• We are looking for candidates for Noida/Bangalore location

Please send your resumes to ski.groups@gmail.com