Technical Support Consultant

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

Requirements:

• Excellent communication (Spoken & Written). Typing speed of 50 WPM or above.
• Good Customer Service Skills-High patience and pacifying skill to handle difficult customers.
• Excellent Customer Service Skills + ability to deal handle and resolve escalated customer issues-Experience in troubleshooting software on Windows and /or Mac operating systems
• Experience working in a team environment, managing a diverse workload-Training skills-Must be a Graduate (full time)
• Cultural awareness – conversational English
• Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations-Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in (e.g. ability to detect & understand different regional accents,general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers)
• Uses professional concepts; applies company policies and procedures to resolve a variety of issues
• Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients’ use of Adobe’s solutions
• General knowledge of Adobe DME products-Advanced knowledge of at least 1 product is a plus.

Key Responsibilities:

• Deliver first time resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel
• The Job will include handling Technical support issues for Digital Imaging Adobe Products(Premier Pro, After effects, Audition, Character Animator, Premier Rush Media Encoder etc. )
• Provide a professional & competent standard of online support for Global customers
• Accurately document all customer interactions in a case tracking database, when applicable
• Content to be logged in full written English
• Communicate and articulate clearly with the customer (in both verbal and written communication)
• Follow-up on interactions in timely fashion.Demonstrate ownership and willingness to resolve issues in a timely manner
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer
• Understanding of escalation handling procedures-Understand the issue’s business impact
• Obtain general understanding of OS and application operations related to product usage-Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions
• Should forward any issues/escalations to next level of support for further resolution-Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.