Adobe is looking for Sr. Technical Support Consultant

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Candidate should have Bachelor`s Degree in a technical field (or equivalent experience) with 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients

Technical Skills-

Experience in software support (Windows and/or Mac environments)
Familiarity with Adobe products (preferred)
Knowledge of MSI/ msp installers, SMS, GPO, Apple Remote Desktop (desirable)
Basic knowledge of Active Directory, SSO, and cloud technologies
Communication: Excellent written and verbal English skills with a neutral accent

Job Responsibilities-

Handle real-time chats, calls, and emails from Adobe business users.
Provide consultative support across the customer journey from onboarding and installation to troubleshooting and post-sales care.
Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion.
Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs).
Maintain excellent knowledge of our products and services to understand customers needs
Respond to incoming requests for cancellation of services and persuade our customers to remain with us
Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated

Identify opportunities to turn dissatisfied customers into happy customers
Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system.
Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
Troubleshoot customer queries related to billing, account management, installation, and product functionality.
Log, prioritize, and triage issues from phone, chat, email, and web channels.
Stay calm under pressure while managing customer sentiment and expectations.
Maintain professional communication and timely responses to all customer interactions.

Work Experience: 2 – 7 Years
Job Location: Remote, WFH, India 

About Adobe

Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone from emerging artists to global brands to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and were changing the world through digital experiences.

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