Technical Support Consultant

Job Title: Enterprise Service Desk Advisor Location:

Remote Shift: 24x7 Rotational Shifts

Department: Enterprise Support Services

Job Summary:

We are looking for an experienced and customer-focused Enterprise Service Desk Advisor to join our 24x7 Enterprise Grade Service Desk team. In this role, you will provide first-level technical support for Adobe products to enterprise customers via phone, chat, email, and web portal. Your responsibilities will include triaging issues, resolving technical problems, escalating complex issues, and ensuring an excellent customer experience.

Key Responsibilities:

• Be part of a 24x7 Enterprise Grade Service Desk Team
• Provide Tier 1 technical support for a wide range of Adobe products across Windows and macOS platforms.
• Handle support requests through multiple channels including phone, chat, email, and web portal.
• Triage, prioritize, and resolve customer issues with a focus on First Call Resolution.
• Utilize customer insights and case history to personalize upsell recommendations, ensuring relevance and customer value.
• Accurately log all customer interactions, incidents, and service requests in the CRM/case management system.
• Use internal knowledge bases and technical documentation to provide accurate and timely solutions.
• Escalate unresolved or complex issues to appropriate internal and engineering teams following escalation protocols.
• Support software installation, deployment, and configuration activities for licensed users.
• Guide customers through troubleshooting steps, providing clear and concise instructions.
• Effectively manage irate customer situations with empathy, active listening, and professionalism.
• Ensure timely customer follow-ups and updates within defined SLAs.
• Proactively identify and report recurring issues, feature requests, and emerging trends to management.
• Continuously update technical knowledge and skills to stay current with product updates and support best practices.
• Contribute to the improvement of support processes and documentation.
• Maintain a strong understanding of Adobe product features and usage via hands-on experience and training.

Required Qualifications:

• Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.
• Minimum 2 years of experience in Technical Support, Service Desk, Desktop Support, or similar roles.
• Proficient in supporting enterprise customers and business-critical environments.
• Strong verbal and written communication skills in English with a neutral accent.
• Demonstrated ability to manage a diverse workload in a team-oriented environment.
• Hands-on experience with software troubleshooting in Windows and/or macOS.
• Familiarity with remote desktop tools and help desk platforms.
• Experience supporting or using Adobe products is a strong advantage.

Preferred Qualifications:

• Understanding of deployment tools and technologies (e.g., MSI/MSP installers, SMS, GPO, Apple Remote Desktop).
• Basic knowledge of Active Directory, SSO, and cloud-based technologies.
• Familiarity with enterprise IT environments and B2B support operations.
• Ability to recognize and adapt to different cultural and regional communication styles.
• Strong problem-solving and analytical skills with a customer-first mindset.
• Experience with knowledge base usage and documentation best practices.