Sr. Technical Support Consultant

As a skilled Sr. Technical Support Consultant at Adobe, you will be joining the 24x7 Service Desk team with a focus on providing exceptional customer support to business owners. Your role will involve handling real-time chats, calls, and emails from Adobe business users, offering consultative support throughout the customer journey, from onboarding to post-sales care. You will also be responsible for upselling and cross-selling Adobe offerings to contribute to revenue growth and user expansion. Collaborating with cross-functional teams, including product and engineering, will be essential to resolve complex issues effectively. Your knowledge of Adobe products and services will play a crucial role in understanding customer needs and enhancing their experience. Key Responsibilities: - Handle real-time chats, calls, and emails from Adobe business users. - Provide consultative support across the customer journey, including onboarding, troubleshooting, and post-sales care. - Upsell and cross-sell Adobe offerings to drive revenue growth and user expansion. - Collaborate with cross-functional teams to resolve complex issues. - Maintain excellent knowledge of Adobe products and services to understand customer needs. - Proactively address customer requests for cancellation and persuade them to stay. - Identify opportunities to retain at-risk customers and turn dissatisfied customers into happy customers. - Ensure timely follow-ups on unresolved issues and maintain accurate case documentation. - Focus on Customer Happiness (CH) and Average Handling Time (AHT) to enhance performance. - 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 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, familiarity with Adobe products, knowledge of installers, SMS, GPO, Apple Remote Desktop, 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, customer-focused, 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. Please note that Adobe aims to make Adobe.com accessible to all users. If you require accommodation due to a disability or special need, you can email accommodations@adobe.com or call (408) 536-3015.,