product support consultant

Job Title: Technical Support Specialist (LMS - T2/T3 Support)

• Provide

  first-call resolution

  for Adobe Learning Manager LMS-related issues by effectively handling both technical and non-technical customer inquiries during initial contact.
• Articulate the business impact of technical issues and manage their resolution in a timely and professional manner.
• Provide high-quality

  phone, email, and chat support

  for Microsoft customers using Adobe LMS, ensuring professionalism and clarity in all communications.
• Accurately

  document all customer interactions

  in a case-tracking database, ensuring that all notes are clear, complete, and in written English.
• Follow up with customers within the agreed-upon timeframe, ensuring their issues are resolved and satisfaction is maintained.
• Identify and report

  top call generators, emerging issues

  , and common customer queries to improve the support process.
• Escalate unresolved or complex issues to higher levels of support (T3) and ensure timely resolutions.
• Troubleshoot and resolve issues using available resources such as

  knowledge bases

  , product guides, and reference materials.
• Maintain a high level of professionalism, ensuring customer communication is always conducted with appropriate etiquette, timeliness, and care.

Required Skills and Experience:

• Proven technical troubleshooting skills

  , particularly with LMS-related issues.
• Strong working knowledge of

  Windows

  and

  Mac OS

  platforms.

• Intermediate understanding of AICC

  and

  SCORM

  standards (desirable).
• Demonstrated ability to provide

  excellent customer support

  in a customer-facing environment.
• Strong

  problem-solving abilities

  with experience researching and resolving complex technical issues.

• Experience in a technical support or customer service role

  , with a focus on resolving software integration issues in multi-platform systems.
• Ability to work

  flexible hours

  and participate in a

  rotational shift schedule

  for

  24/5 coverage

  .

• Excellent written and verbal communication

  skills, with the ability to explain technical issues in clear, concise terms.
• Experience working in a

  team-oriented environment

  , managing diverse tasks and priorities.

Education and Experience:

• Technical degree

  in Computer Science, Information Technology, or a related field.

• 4-8 years of experience

  in a technical support or customer service role, preferably in the LMS space or similar capacity.

Additional Qualities:

• Ability to remain calm under pressure, demonstrate flexibility, and work with minimal supervision.
• A strong

  customer-first attitude

  with a willingness to take ownership of issues and ensure timely resolutions.
• Ability to work in a fast-paced environment while maintaining professionalism and efficiency.