Technical Support Consultant

Our CompanyChanging 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! Technical Support Consultant – WebRequirements:- Excellent communication (Spoken & Written).- 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, EventViewer, fundamentals of networking technologies, basic internet connectivity and browsertroubleshooting for wireless and wired connection.- General cultural awareness, particularly for agents who are supporting customers in a region otherthan 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 avoidhaving 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 toenable targeted electronic client communications to cultivate future opportunities to expandclients' 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 technicaland non-technical issues as often as possible during the first contact for assigned products onvoice and chat channel.- The Job will include handling Technical support issues for Web Products(Adobe Express, Firefly, Animate, Dreamweaver & Adobe XD).- 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 writtencommunication).- Follow-up on interactions in timely fashion.Demonstrate ownership and willingness to resolveissues in a timely manner.- Ability to assess customer sentiment at all stages during the communication, to take the lead inescalating an issue on behalf of the customer and to arrange for a supervisor to mediate in theinteraction 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 commonhow- 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 additionalinstances and support the resolution thereof.Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.