[Hiring] Sr Technical Support Consultant @Adobe

Role Description

• Provide a professional & proficient standard of chat, phone, and email support for Global English customers of products like Captivate, FrameMaker, RoboHelp, RoboHelp Server, FrameMaker Publishing Server, and Technical Communication Suite.
• Deliver technical and customer support along with issue resolution to Top Value Customers, Enterprise (ETLA) customers, Teams (VIP/eVIP), and Individual Subscription customers. Use the right resources to resolve cases.
• Deliver First Call Resolution by handling customer requests and resolving customers' technical and non-technical issues as often as possible during the first contact for assigned products.
• Accurately detail every customer communication in a case tracking database. Content to be logged in full written English.
• Achieve personal performance targets, including case resolution, AUX hygiene, open case aging, and first contact resolution rate.
• Conduct advanced research on issues brought up by regional Tier 1 Engineers.
• Assist in testing new and enhanced product features.
• Assist in special projects and other duties as assigned.

Qualifications

• Graduate with more than 2 years of experience in technical support domain.
• Technically proficient with strong knowledge of relevant technologies.
• Dependable, confident, and able to follow established processes and chain of command.
• Good interpersonal skills and the ability to communicate clearly at all levels.
• Outstanding oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.
• Ability to remain calm, have a flexible attitude, and work with minimum supervision.
• Able to prioritize tasks and manage time effectively.
• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.

Requirements

• Outstanding account management and customer relationship skills.
• Deep understanding of Windows operating systems and Mac OS knowledge desired.
• Proficiency in HTML, CSS, JS & SharePoint.
• Basic understanding of Learning Management System.
• Solid knowledge of various file formats.
• Intermediate level knowledge of packaging and deploying a range of Adobe products and versions.
• Independent, self-motivated work and learning style, passionate about new technologies.
• Excellent English written and verbal communications skills is a key requirement.

Company Description

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.