Technical Support Engineer

3 hours ago

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Adobe

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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.

10,000+ employees

Founded 1982

📋 Description

• Deliver flawless first-time resolution by handling customer requests and resolving technical and non-technical issues for assigned products on voice and chat channels. • Handle technical support issues for Adobe Video Products like Premier Pro, After Effects, Audition, and others. • Provide a proficient standard of online support for global customers. • Document all customer interactions accurately in a case tracking database. • Communicate clearly with customers in both verbal and written forms. • Follow up on customer interactions timely, demonstrating ownership and willingness to resolve issues. • Gauge customer sentiment and take initiative to advance and resolve issues. • Effectively communicate product value to support customer adoption and revenue growth. • Understand customer concern handling procedures and the business impact of issues. • Skilled in articulating product strengths to drive customer adoption, engagement, and upsell opportunities. • Report top call generators, severe issues, and new emerging trends. • Forward unresolved issues to the next level of support for further resolution.

🎯 Requirements

• Proven communication skills (Spoken & Written) with a typing speed of 50 WPM or above. • Exceptionally high patience and skill in handling difficult customers. • Advanced ability to resolve customer issues on Windows and/or Mac operating systems. • Experience working collaboratively in a team environment and managing a diverse workload. • Proficient in training and cultural awareness. • Comprehensive knowledge of Windows, MAC OS, and general desktop support issues and configurations. • Proficiency in diagnostic tools and utilities such as Msconfig, Task Manager, and Event Viewer. • General awareness of different regional accents and cultural nuances. • Ability to apply professional concepts and company policies to resolve various issues. • Skill in deriving business intelligence from customer dashboards and product utilization metrics. • Familiarity with Adobe DME products, with advanced knowledge of at least one product being a plus.

🏖️ Benefits

• Health insurance • Professional development opportunities