Sr. Technical Support Consultant

Our Company
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!

Position Overview

We are looking for a skilled Sr. Technical Support Consultant to join our 24x7 Service Desk team, starting with 24x5 coverage. In this customer-facing role, you'll handle chats and calls from business owners, providing end-to-end support from purchase to product utilization. Your primary focus will be on delivering outstanding customer experience while driving product adoption and revenue through upselling and customer retention.

Key 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 customer's 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.

Required Qualifications

• Education: Bachelor's 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 (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
• Soft Skills:

A strong analytical and problem-solving approach

• Ability to multitask and work in a fast-paced, rotational shift 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 proud to be anemployer. 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.

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