Technical Support Engineer

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

📋 Description

• Comprehend customer workflows and position Adobe Acrobat solutions to enhance value and adoption.

• Recognize upselling opportunities, strategize optimizations, upgrades, and product suggestions.

• Articulate product advantages to sway purchasing decisions and foster customer loyalty.

• Assist customers with Acrobat workflows, best practices, and feature improvements.

• Address both technical and non-technical customer inquiries via voice and chat.

• Diagnose issues on Windows and Mac systems supporting Acrobat products.

• Report product deficiencies, gaps, and customer challenges to product teams.

• Accurately document customer interactions.

• Ensure follow-through on cases and timely resolution.

• Interpret customer sentiment and transform difficult interactions into positive experiences.

• Educate customers on workflows, integrations, and value-driven applications.

• Establish trust and rapport with a diverse global clientele.

• Analyze customer feedback, usage metrics, and case trends.

• Report recurring call drivers, emerging patterns, and significant issues.

• Provide insights to support product enhancements, feature development, and business strategy.

⛳️ Requirements

• Must be a Graduate with relevant experience (full time).

• Proficient in conversational English.

• Exceptional spoken and written communication abilities.

• Strong customer service skills, including patience, empathy, and relationship-building capabilities.

• Solid knowledge of Windows/Mac environments along with basic troubleshooting skills.

• Familiarity with Adobe Acrobat and web products such as Studio, Acrobat Pro, Dreamweaver, XD, Express, Firefly, and Animate.

• Ability to identify customer use cases and recommend features, workflows, or upgrades.

• Experience collaborating across support, sales, and product teams.

• Ability to interpret customer insights to drive adoption and business outcomes.

• Strong time management skills with the capacity to meet performance KPIs.

• Awareness of global communication styles, accents, and cultural nuances.

🏝️ Benefits

• Comprehensive benefits programs.

• Equal Employment Opportunity employer.

• Accessibility accommodations during the application process.