Senior Technical Support Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Manage real-time communications through chats, calls, and emails from Adobe business users.

• Offer consultative assistance throughout the customer experience—from onboarding and installation to troubleshooting and after-sales support.

• Promote and sell additional Adobe services, aiding in revenue growth and user expansion.

• Collaborate with cross-functional teams, including product and engineering, to address complex issues with the help of subject matter experts (SMEs).

• Maintain comprehensive knowledge of our products and services to effectively understand customer needs.

• Address incoming requests for service cancellations and work to persuade customers to stay with us.

• Proactively reach out to customers identified as at risk of cancellation, ensuring all opportunities to retain these customers are explored.

• Recognize opportunities to convert dissatisfied customers into satisfied ones.

• Ensure prompt follow-ups on unresolved issues and keep accurate case records in the ticketing system.

• Improve performance by emphasizing Customer Happiness (CH) and Average Handling Time (AHT).

• Resolve customer inquiries related to billing, account management, installation, and product functionality.

• Record, prioritize, and categorize issues received via phone, chat, email, and web channels.

• Maintain composure in high-pressure situations while managing customer sentiment and expectations.

• Uphold professional communication standards and provide 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 role, ideally supporting B2B or enterprise clients.

• Technical Skills: Experience in software support within Windows and/or Mac environments.

• Familiarity with Adobe products is preferred.

• Knowledge of MSI/msp installers, SMS, GPO, and Apple Remote Desktop is desirable.

• Basic understanding of Active Directory, SSO, and cloud technologies.

• Communication: Excellent written and verbal English skills with a neutral accent.

• Soft Skills: A strong analytical mindset and problem-solving capability.

• Ability to manage multiple tasks in a fast-paced, rotational shift environment.

• Customer-focused with a consultative approach.

• High cultural awareness and adaptability.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.