Senior Associate-International Customer Support

Service & Sales Profile: Customer Initiated Associate/Sr.Associate Role

Role Overview:

This role will deliver customer support, requiring only minimal consultation or sales expertise which will remain focused on attach motions where applicable. Associates will focus on resolving simple high-volume queries, guiding customers on account and licensing basics, and providing prompt, empathetic support.

Core Competencies:

• Service Excellence

  : Listen actively, understand concerns, and provide efficient, respectful support using knowledge resources.

• Sales & Retention Support:

  Handle basic sales queries, identify renewals, and apply guided retention techniques.

• Clear Communication

  : Simplify product, billing, and plan explanations; escalate when needed.

• License Support:

  Assist with user management, Admin Console access, and pooled storage basics.

• Creative Use Case Guidance:

  Promote Adobe Express and templates for everyday creative tasks like resumes, social posts, and flyers.

Key Responsibilities:

• Customer Experience Delivery

  : Engage customers via chat/call using tools and scripts; route complex issues to the next support tier.

• Account & Billing Support

  : Address basic queries on plans, billing, usage, and account access.

• License & Admin Assistance:

  Guide customers on seat management and navigating the Admin Console and support resources.

• Creative Support

  : Showcase Adobe Express and Firefly for everyday tasks like school projects and SMB content creation.

• Documentation & Escalation

  : Log interactions accurately in CRM and escalate cases beyond scope per defined processes.

• Retention & Renewal Support:

  Spot renewal opportunities, reinforce product value, and escalate at- risk accounts for targeted retention.

Qualifications:

• Education: Graduate from a reputed university or equivalent experience in a relevant eld.

• Experience: 1-3

  years in sales or customer support roles, preferably in digital or SaaS environments.

Skills:

• Language proficiency

  :
• Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework.
• Can follow structured processes with consistency.
• Tech-savvy or familiarity with CRM tools is a plus.

preena.p@sutherlandglobal.com

8714437138