Senior Technical Support Consultant, ICX

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

📋 Description

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

• Offer consultative assistance throughout onboarding, installation, troubleshooting, and post-sales support.

• Promote and sell Adobe Express, Acrobat Assistant, Acrobat Express, Acrobat Studio, and I2T.

• Work in collaboration with product teams, engineering, and subject matter experts to address complex issues.

• Follow up on outstanding issues and ensure accurate documentation of tickets.

• Enhance Customer Happiness and improve Average Handling Time metrics.

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

• Log, prioritize, and triage issues received through phone, chat, email, and web channels.

• Manage customer sentiment and expectations effectively under pressure.

• Maintain professional communication and provide timely responses.

⛳️ Requirements

• A Bachelor’s Degree in a technical discipline (or equivalent experience).

• Over 5 years of experience in a technical support or service desk role, ideally supporting B2B or enterprise clients.

• Background 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.

• Exceptional written and verbal English communication skills with a neutral accent.

• Strong analytical skills and a problem-solving mindset.

• Ability to handle multiple tasks and thrive in a fast-paced, rotational shift environment.

• Customer-centric with a consultative approach.

• High cultural awareness and adaptability.

• Experience in consultative sales or relationship management.

• Operational knowledge of enterprise tools and cloud-based platforms.

🏝️ Benefits

• An inclusive and diverse workplace culture.

• Opportunities for career advancement and professional development.

• Competitive salary and benefits package.

• Opportunities to contribute to impactful digital experiences.