Posted 11 June, 2026
Technical Product Consultant
VARITE INDIA PRIVATE LIMITED
Noida, Uttar Pradesh, IN
Full Time
Reference: 26-33137-2522-2
Company Name: VARITE India Private Limited
About The Client:
An American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. They specialize in software for creating and publishing a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print.
About The Job:
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status
About The Client:
An American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. They specialize in software for creating and publishing a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print.
About The Job:
- We are looking for smart problem-solvers with exceptional analytical skills who are experienced and motivated to provide excellent service to our customers and partners globally. You will get to know the core features of our Workfront product at an expert level.
- The primary responsibility is to handle customer issues related to Workfront products and services over the phone as well as through tickets and chat. Technical support engineers are required to troubleshoot and test directly with the customer and work cross functionally and collaboratively to resolve issues to our customer's happiness.
- You will have the opportunity to improve processes and customer experience by crafting new KB articles about the product, whilst sharing insights to colleagues and management.
- Deliver First Call Resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products.
- Provide a professional and competent standard of phone and online support (Chat) for global customers.
- Accurately document all customer interactions in a case tracking database. Content must be logged in full written English.
- Communicate and articulate clearly with customers in both verbal and written communication.
- Call back customers waiting for follow-up within the agreed timeframe.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Ability to assess customer sentiment at all stages during communication, take the lead in escalating an issue on behalf of the customer, and arrange for a supervisor to mediate in the interaction if deemed necessary by you or requested by the customer.
- Manage all customer communication with the appropriate level of etiquette, timeliness, and professionalism while working toward achieving agreed operational targets. Understanding of escalation handling procedures is required.
- Understand the issue’s business impact and prioritize accordingly to ensure timely response and resolution for the customer.
- Resolve known customer issues using a knowledge base, direct use of product and operating systems, product user guides, and other reference materials.
- Resolve undocumented customer issues through advanced problem-solving.
- Obtain a general understanding of operating systems and application operations related to product usage, database applications, web server technologies, and SaaS technologies.
- Experience with APIs, BI/Reporting, and Salesforce working knowledge.
- Report top call generators, severe issues, new emerging trends, feature requests, and common how-to questions to the SME/designated contacts so that trends can be analyzed and feedback provided to relevant stakeholders.
- Provide status updates and relevant information to support teams and customers within specified SLAs and adhere to the time-in-tier matrix.
- Forward issues/escalations to the next level of support for further resolution.
- Provide Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
- Follow established processes and policies in all customer interactions and escalations.
- Be accountable for personal achievement against performance targets, including case resolution and turnaround time, open case aging, first contact resolution rate, case quality, and customer satisfaction.
- Participate in Business Intelligence processes, including taking an active role in Knowledge Base document creation, blog creation, responding to forum posts, incident case notes logging and recording, bug logging, etc.
- Be responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps.
- Be open to working in a 24x7 environment with the willingness to support any geography.
- B.Tech. / MCA
- 2+ years of Application Support experience in International Technical Support required.
- Working knowledge of different operating systems including Windows, Mac, and UNIX.
- Core Java, JavaScript, HTML, and CSS.
- Web Server Technologies and SaaS.
- Knowledge and understanding of database applications.
- Conceptual understanding of REST APIs and Web APIs.
- Experience working in a team environment while managing a diverse workload.
- Outstanding written and verbal communication skills in English with a neutral accent.
- General cultural awareness, particularly for agents supporting customers in regions other than the one they are located in (e.g., ability to detect and understand different regional accents, general knowledge of countries, capitals, major cities, and regions to avoid unnecessary spelling requests to customers).
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
| 0-2 years | INR 5,000 |
| 2-6 years | INR 7,500 |
| 6+ years | INR 10,000 |
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status
