2.0 - 6.0 years

0 Lacs

noida, uttar pradesh

On-site

As a Sr. Technical Support Consultant at Adobe, you will play a crucial role in providing exceptional customer experiences and driving revenue growth through upselling and customer retention. You will handle real-time chats, calls, and emails from Adobe business users, offering consultative support throughout the customer journey. Your focus will be on understanding customer needs, resolving complex issues, and ensuring high levels of customer satisfaction. Key Responsibilities: - Handle real-time chats, calls, and emails from Adobe business users. - Provide consultative support across the customer journey, from onboarding to troubleshooting and post-sales care. - Upsell and cross-sell Adobe offerings to contribute to revenue growth and user expansion. - Collaborate with cross-functional teams to resolve complex issues and utilize subject matter experts. - Maintain excellent knowledge of Adobe products and services to address customer needs effectively. - Respond to requests for cancellation of services and proactively engage with at-risk customers to retain them. - Identify opportunities to convert dissatisfied customers into happy customers. - Ensure timely follow-ups on unresolved issues and maintain accurate case documentation. - 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 various communication channels. - Maintain professional communication and provide timely responses to all customer interactions. Required Qualifications: - Education: Bachelors Degree in a technical field or equivalent experience. - Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients. - Technical Skills: Experience in software support, familiarity with Adobe products, knowledge of MSI/msp installers, SMS, GPO, and Apple Remote Desktop. - Basic knowledge of Active Directory, SSO, and cloud technologies. - Communication: Excellent written and verbal English skills with a neutral accent. - Soft Skills: Strong analytical and problem-solving approach, ability to multitask in a fast-paced environment, customer-focused with a consultative approach, high cultural awareness, and adaptability. Preferred Experience: - 5+ years in customer service, support, or account management roles. - Background in consultative sales or relationship management. - Operational knowledge of enterprise tools and cloud-based platforms. Adobe is committed to creating exceptional employee experiences and values diversity. If you have a disability or special need requiring accommodation to navigate their website or complete the application process, you can contact accommodations@adobe.com or call (408) 536-3015.,

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