Senior Technical Support Consultant

🔥 2 hours ago

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Adobe

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

Software • Digital Marketing • Creative Services

Adobe is a leading software company specializing in creative and digital marketing solutions. It offers a wide range of creative apps and services, including industry-standard tools like Photoshop, Illustrator, and Premiere Pro as part of its Adobe Creative Cloud suite. Adobe also provides business solutions such as the Adobe Experience Cloud, which includes marketing automation, analytics, and content management. With a focus on enhancing customer experiences through generative AI and digital asset management, Adobe serves industries like Financial Services, Retail, Media & Entertainment, and more. Adobe is also well-known for its PDF and e-signature solutions, such as Adobe Acrobat and Acrobat Sign, catering to both individuals and businesses.

📋 Description

• Handle real-time chats, calls, and emails from Adobe business users. • Provide consultative support across the customer journey—from onboarding and installation to troubleshooting and post-sales care. • Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion. • Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs). • Maintain excellent knowledge of our products and services to understand customer's needs • Respond to incoming requests for cancellation of services and persuade our customers to remain with us • Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated • Identify opportunities to turn dissatisfied customers into happy customers • Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system. • Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT). • Troubleshoot customer queries related to billing, account management, installation, and product functionality. • Log, prioritize, and triage issues from phone, chat, email, and web channels. • Stay calm under pressure while managing customer sentiment and expectations. • Maintain professional communication and timely responses to all customer interactions.

🎯 Requirements

• Education: Bachelor’s Degree in a technical field (or equivalent experience) • Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients • Technical Skills: Experience in software support (Windows and/or Mac environments) • Familiarity with Adobe products (preferred) • Knowledge of MSI/msp installers, SMS, GPO, Apple Remote Desktop (desirable) • Basic knowledge of Active Directory, SSO, and cloud technologies • Communication: Excellent written and verbal English skills with a neutral accent • Soft Skills: A strong analytical and problem-solving approach • Ability to multitask and work in a fast-paced, rotational shift environment • Customer-focused with a consultative approach • High cultural awareness and adaptability

🏖️ Benefits

• Health insurance • Professional development opportunities