Senior Technical Support Consultant – PPBU

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

📋 Description

• Deliver a high standard of chat, phone, and email support for Global English customers using products such as Captivate, FrameMaker, RoboHelp, RoboHelp Server, FrameMaker Publishing Server, and Technical Communication Suite.

• Provide technical and customer support along with issue resolution for Top Value Customers, Enterprise (ETLA) clients, Teams (VIP/eVIP), and Individual Subscription users.

• Utilize appropriate resources to address and resolve cases effectively.

• Aim for First Call Resolution by managing customer inquiries and resolving both technical and non-technical issues during the initial contact for designated products.

• Meticulously document all customer interactions in a case tracking database.

• Meet personal performance goals, including case resolution rates, AUX hygiene, open case aging, and first contact resolution metrics.

• Conduct in-depth research on issues raised by regional Tier 1 Engineers.

• Support testing of new and improved product features.

• Participate in special projects and perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree with over 2 years of experience in the technical support field.

• Technically skilled with a robust understanding of relevant technologies.

• Reliable, self-assured, and capable of adhering to established processes and protocols.

• Strong interpersonal skills with the ability to communicate effectively across all levels.

• Exceptional oral and written communication abilities, with a talent for influencing others and gaining acceptance for ideas, particularly in sensitive contexts.

• Capacity to stay composed, maintain a flexible approach, and work with minimal supervision.

• Competent in prioritizing tasks and managing time efficiently.

• Willingness to work flexible hours on a rotational basis to ensure 24x7 support coverage.

• Excellent account management and customer relationship skills are essential.

• Comprehensive understanding of Windows operating systems; knowledge of Mac OS is preferable.

• Proficient in HTML, CSS, JavaScript, and SharePoint.

• Basic knowledge of Learning Management Systems.

• Strong familiarity with various file formats.

• Intermediate understanding of packaging and deploying a variety of Adobe products and versions.

• Independent and self-driven work ethic with a passion for new technologies.

• Excellent English communication skills, both written and verbal, are critical.

🏝️ Benefits

• Adobe enables everyone to unleash their creativity through innovative platforms and tools that enhance productivity and create personalized customer experiences.

• Comprehensive benefits programs.